Conferma is a global payment technology company that combines innovation and expertise to push the boundaries of virtual payments. Established in 2005 and recently acquired by Sabre with additional investment from Mastercard, Conferma has grown to become the world’s largest payments platform for virtual cards.
About the Role: Customer Success Manager
The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes using Conferma products & services. The role involves acting as a trusted advisor, supporting the customer journey, and driving satisfaction and retention.
Key Responsibilities:
1. Portfolio Management: Oversee customer accounts, monitor account health, identify risks, and develop strategies for growth.
2. Customer Success Scorecard: Track usage and performance metrics to identify improvement areas.
3. Service Reviews & QBRs: Conduct regular reviews to assess satisfaction and gather feedback.
4. Customer Lifecycle Management: Manage all stages from awareness to loyalty, ensuring a seamless experience.
5. Engagement with Partners: Collaborate with Issuers, TMCs, and platform providers to ensure smooth onboarding and engagement.
6. Risk & Pipeline Management: Identify risks early and maintain communication with internal teams about sales pipelines.
7. Documentation & Collaboration: Maintain process documentation and support cross-departmental knowledge sharing.
8. Product Improvement: Suggest process and software improvements via the AhA Ideas portal.
Candidate Requirements:
* Experience with service desk & CRM tools (ServiceNow, Salesforce) and IT systems.
* Strong customer obsession and excellent service delivery skills.
* Effective collaboration and communication skills.
* Problem-solving abilities and proactive approach.
* Ability to prioritize and work under SLAs.
* Knowledge of Office 365, help desk, and CRM systems.
Ideal Candidate Profile:
* 3-5 years in a Customer Success Manager role, preferably in Fintech or Corporate Travel.
* Self-starter with effective time management.
* Experience with ITIL frameworks and broad IT knowledge.
* Team player with excellent communication skills.
* Customer-focused and adaptable to change.
Additional Details:
Salary is dependent on experience. Benefits include pension, life assurance, private medical scheme, generous annual leave, additional holiday purchase options, paid time off for life events, parental leave, Employee Assistance Program, and various rewards through Conferma Rewards.
Our Commitment:
We promote diversity, equity, and inclusion, ensuring equal opportunities for all employees and applicants.
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