Director Customer Success
Director Customer Success
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7-10years
140 - 160
1 Vacancy
Job Description
About the company:
Tyfone a global leader in the SaaS Digital Banking and Digital Payments sector is redefining how the world engages with digital finance. Our solutions nFinia and payFinia empower individuals businesses and families to transact and interact with financial technology in seamless innovative ways. Customers of our technology are U.S banks and credit unions.
Tyfone is an equalopportunity employer. We encourage candidates from diverse backgrounds to apply.
Requirements
About the role:
The Director of Customer Success is responsible for leading and developing a highperforming Customer Success team. This role will play a critical part in ensuring customer satisfaction driving customer adoption and retention and maximizing customer lifetime value. The ideal candidate will have a deep understanding of the Fintech industry a proven track record of success in customerfacing roles and strong leadership and communication skills.
Responsibilities
Lead mentor and coach a team of Customer Success Managers.
Hire train and onboard new team members.
Establish clear performance expectations goals and career development paths.
Foster a positive and collaborative team environment.
Customer Relationship Management:
Build and maintain strong relationships with key customer stakeholders.
Proactively identify and address customer needs and concerns.
Conduct regular customer business reviews to assess customer satisfaction and identify
Ensure timely and effective resolution of customer issues.
Customer Onboarding & Adoption:
Develop and implement successful customer onboarding programs.
Drive customer adoption of key product features and functionalities.
Collaborate with Product Engineering and Sales teams to improve the customer experience.
Identify and mitigate customer churn risks.
Drive customer renewals and expansions.
Identify and pursue upsell and crosssell opportunities.
Data Analysis & Reporting:
Track key customer success metrics (e.g. customer satisfaction customer churn customer lifetime value).
Analyze customer data to identify trends and insights.
Generate regular reports on customer health and performance.
Continuously improve customer success processes and workflows.
Implement best practices in customer relationship management.
Leverage technology and automation to improve efficiency and effectiveness.
Skills and Qualifications
7 years of experience in Customer Success Account Management or a related field.
Extensive experience in the Fintech industry is a MUST.
Proven experience leading and managing highperforming teams.
Technical Skills:
Proficiency in Salesforce Wrike Jira or other similar project management and CRM platforms.
Strong understanding of Fintech core systems and integration partners.
Experience with data analysis and reporting tools.
Skills & Attributes:
Exceptional leadership communication and interpersonal skills.
Strong problemsolving and analytical skills.
Excellent project management and organizational skills.
Ability to build and maintain strong relationships with customers and internal stakeholders.
Resultsoriented with a strong work ethic.
An obsession for customer success and exceeding customer expectations.
Benefits
Benefits:
Competitive salary and bonus structure
A dynamic work environment with passionate driven colleagues
Opportunity to shape the future of digital banking and payments globally
Tyfone is an equalopportunity employer. We encourage candidates from diverse backgrounds to apply.
7+ years of experience in Customer Success, Account Management, or a related field. Extensive experience in the Fintech industry is a MUST. Proven experience leading and managing high-performing teams. Technical Skills: Proficiency in Salesforce, Wrike, Jira, or other similar project management and CRM platforms. Strong understanding of Fintech core systems and integration partners. Experience with data analysis and reporting tools. Skills & Attributes: Exceptional leadership, communication, and interpersonal skills. Strong problem-solving and analytical skills. Excellent project management and organizational skills. Ability to build and maintain strong relationships with customers and internal stakeholders. Results-oriented with a strong work ethic. An obsession for customer success and exceeding customer expectations.
Employment Type
Full Time
