Customer Success Manager

About Cedar Financial

Cedar Financial ("Cedar") is a renowned international financial services company, recognized for its expertise in cross-border ARM (Accounts Receivable Management) services. Our team is driven by a spirit of innovation, constantly seeking new ideas and ways to improve and evolve. We understand that complacency can be detrimental to business and as such, we are quick to embrace change and tackle challenges head-on. Our approach is not one of recklessness, but one of agility and strategic thinking. We focus on achieving results rather than simply completing routine tasks. Our goal is to provide our clients with exceptional services that help them achieve their financial goals.

Position Summary:

As a Client Success Specialist, you will play a crucial role in ensuring the satisfaction and retention of our clients. You will serve as the primary point of contact for clients, providing them with exceptional support, guidance, and solutions to meet their needs. Your goal will be to foster strong, long-lasting relationships with clients, driving their success and maximizing their value from our products or services.

JOB RESPONSIBILITIES

• Client Onboarding:
   Guide clients through the onboarding process, ensuring a smooth transition and comprehensive understanding of our products/services.
• Relationship Management:
   Develop and maintain strong relationships with clients, serving as their trusted advisor and advocate within the company.
• Needs Assessment:
   Conduct regular assessments to understand clients' goals, challenges, and requirements, and proactively identify opportunities for improvement.
• Issue Resolution:
   Address client inquiries, concerns, and issues promptly and effectively, collaborating with internal teams to deliver timely solutions.
• Training and Education:
   Provide training sessions, webinars, and educational materials to help clients optimize their use of our products/services and achieve their desired outcomes.
• Account Growth:
  Identify upsell and cross-sell opportunities based on clients' needs and usage patterns, working closely with the sales team to expand the client's portfolio.
• Feedback Collection:
   Gather feedback from clients to inform product/service enhancements and improvements, serving as the voice of the customer within the organization.
• Retention Strategies:
   Develop and implement strategies to increase client satisfaction, loyalty, and retention rates, reducing churn and fostering long-term partnerships.
• Performance Tracking:
   Monitor and analyze key performance indicators (KPIs) related to client satisfaction, usage, and retention, providing regular reports and insights to stakeholders.
• Market Insights:
   Stay informed about industry trends, best practices, and competitive landscape to provide valuable insights and recommendations to clients.

Requirements:

• Bachelor's degree in business, marketing, or a related field, or a combination of 3 years of related experience and education.
• Proven experience in a client-facing role, preferably in account management, customer success, or sales.
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong problem-solving abilities and a proactive approach to addressing client needs and challenges.
• Ability to work effectively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Familiarity with CRM software and other relevant tools for client management and communication.
• A customer-centric mindset with a passion for delivering exceptional service and driving client success.

• Analytical mindset with the ability to interpret data and derive actionable insights to drive decision-making.

• Timing:
  8pm to 5am

• Location:
  The Enterprise Building, Multan Road, Lahore
• Position:
   Onsite