Customer Success Specialist at Trustcrow

Trustcrow is a Lagos-based fintech company that specializes in a B-to-B digital escrow platform. The company escrows funds between transacting parties until agreed goods, services, or assets are delivered. This safeguards buyers from sell-side performance default and safeguards sellers from buy-side payment default. The platform eliminates the purchasers exposure to making advance payments prior to the receipt of goods/services and eliminates the sellers exposure to delivering goods/services before payment. By using a trusted intermediary, users benefit from increased transparency, protection, and efficiency. Trustcrow is a USA-registered company with operations in Nigeria.

We are recruiting suitably qualified candidates to fill the position below:

Job Title: Customer Success Specialist

Location: Lagos
Employment Type: Full-time

Job Description

• As a Customer Success Specialist at Trustcrow, you will be the primary point of contact for our clients, guiding them through their entire journey with our products/services.
• Your responsibilities will encompass understanding client needs, resolving inquiries, providing in-depth product knowledge, conducting effective training sessions, analyzing customer feedback, and fostering client retention.
• We are looking for an enthusiastic professional with excellent communication, problem-solving, and relationship-building skills.

Responsibilities

• Initiate proactive communication with clients to understand their goals and challenges.
• Build and nurture strong relationships with clients, acting as their trusted advisor.
• Develop a comprehensive understanding of our products/services to provide expert guidance to clients.
• Conduct engaging training sessions, ensuring clients are proficient in utilizing our offerings to their full potential.
• Address customer inquiries and resolve issues promptly and efficiently, ensuring high levels of customer satisfaction.
• Collaborate with internal teams to resolve complex problems and provide effective solutions to clients.
• Gather, analyze, and report customer feedback, identifying trends and areas for improvement.
• Work closely with the product development team, advocating for client needs and contributing to product enhancements.
• Implement retention strategies to ensure client loyalty and satisfaction.
• Identify upselling opportunities and collaborate with sales teams to expand clients’ engagement with our offerings.
• Maintain detailed records of customer interactions, feedback, and issue resolutions.
• Generate regular reports outlining customer engagement metrics and satisfaction levels.
• Stay updated with industry trends and product developments to provide informed recommendations to clients.
• Participate in training programs and workshops to enhance skills and knowledge.
• Any other duties as assigned or required by the company or the group.

Qualifications and Requirements

• Bachelor’s Degree in relevant field or equivalent work experience.
• Minimum of 5 years experience in customer service, account management, or customer success roles within the tech industry.
• Exceptional communication skills, both written and verbal.
• Strong analytical and problem-solving abilities.
• Empathetic approach with a focus on understanding and addressing client needs.
• Proficiency in CRM software and customer support tools.
• Detail-oriented with excellent organizational skills.
• Proactive attitude and ability to work effectively in a team environment.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Advanced troubleshooting and multi-tasking skills.

Salary Range
N300,000 - N400,000 / month.

Application Closing Date
16th November, 2023.