Head, Merchant Success (Remote) at Fincra

Fincra is a payment infrastructure for fintechs, platforms and global businesses. Fincra provides payments solutions that enables businesses to accept payments securely, make payouts globally and scale your business across borders.

We are recruiting to fill the position below:

Job Title: Head, Merchant Success

Location: Lagos (Remote)
Job type: Full-time

Role overview

• We’re looking for someone who is exhilarated by the task of building our Merchant Success team, tools, and strategies from the ground up.
• This role will award you the autonomy you need to make an incredible impact at Fincra.
• As a Head, Merchant Success, you will be responsible for tending to the day-to-day needs of our merchant partners, and for building out and executing merchant training and business reviews.
• You will own the overall tone of your merchant relationships and will be responsible for assigning accurate views of the health of your customers and forecasting retention and expansion opportunities.
• It’s important to remember that you will be the voice of our retail merchants and it’s your responsibility to ensure that their voice is heard every step of the way.

What You’ll be Expected to do

• Manage and Lead Fincra’s Merchant Support Experience.
• Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.
• Develop and maintain policies and processes that optimise the entire customer experience.
• Manage a portfolio of merchant accounts to foster long-term relationships and ensure merchants derive tangible value from using our product.
• Collaborate with engineers on the support team to facilitate speedy resolution of technical issues on a day-to-day basis.
• Daily handling of customer requests and ensuring prompt resolution of customer complaints.
• Management of all Support channels-- CRM, Slack, Emails.
• Partner closely with the other cross-functional team members to build a tight product feedback loop between customer-facing teams and the product team 
• Track key Merchant Success Metrics and Deploy Initiatives to Improve customer experience
• Keep Customers abreast of all product functionalities through Development of support articles, holding of Product demonstrations, and other initiatives. 
• Aid in product development process by providing customer insights.

Requirements and Qualifications

• Minimum of 10 years experience in Customer Experience / Success in a Fintech or core technology business.
• Ability to map the customer’s business process to product capability.
• Experience using and managing CRM and other third-party tools to improve efficiency.
• High level proficiency in SQL or other data analysis tools
• Proven experience in navigating complexity. You will have worked successfully in an environment of constant change, few rules and structures, and rapidly rising expectations.
• Creativity and execution. You come up with unique ways to solve problems by using a data-informed approach. You’re able to connect the dots and nail down root causes for problems. You don’t easily take no for an answer and are effective in translating strategic directions into action.
• Obsessed with problem-solving, and challenges don’t scare you - you appreciate being stretched to think creatively and execute in new areas.
• Someone who enjoys engaging a wide audience, making everyone feel heard and understood.
• Able to communicate technical concepts to non-technical people.

Perks

• A chance to be an early member of a high-growth startup.
• We pay competitively in the Nigerian market for the matched experience and role Amazing work culture and a company that truly cares about creating the best and most fun place to work.
• We offer health insurance that includes dental, optical & covers major surgeries. Interest-free staff loans upon confirmation.
• We currently work fully remote.

Application Closing Date
Not Specified.