Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard.
We’ve engineered connectivity to over 80 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places.
We're now looking for a Customer Success Manager (CSM) to join the Conferma team and ensuring our customers achieve their desired outcomes with our products and services. As a CSM you'll be representing the customer voice internally to demonstrate our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction / retention.
The responsibilities include:
* Dedicated Portfolio Management - Ensuring each customer receives personalised attention and support. Monitoring the health of accounts, identifying and mitigating risks.
* Customer Success Score
* Service Reviews & QBR's - Conducting regular service reviews to assess customer satisfaction, gather feedback and identify areas for improvement. Using these insights to enhance service deliver and customer experience.
* Customer Lifecycle Management - Understand and take accountabilities for all the customer lifecycle stages for your portfolio including awareness, engagement, conversion, retention and loyalty.
* Issuer, TMC and Platform Engagement - Participate in regular calls with key partners ensuring any onboarding delays are dealt with quickly and efficiently.
* Sales Pipeline Awareness - Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness.
* Documentation - Maintain process documentation and collaborate internally. Supporting the creation of new documentation and FAQs.
* Product Enhancement Suggestions - Make recommendations for improvements to processes and software using the AhA ideas portal.
What you'll have:
* Knowledge & experience of using service desk & CRM tools, including Service Now, Salesforce and IT systems/applications.
* Experience in using service management tools, with an understanding of ITIL framework and broad knowledge of IT systems and networks.
* A strong customer obsessed ethos and passion for delivering exceptional customer service.
* The ability to collaborate and work within a customer facing environment.
* Strong communication skills, including the ability to convey information clearly and effectively.
* The ability to identify problems and recognise where you can provide input on creative and effective solutions.
What you'll be:
* An experienced Customer Success Manager, preferably within the Fintech or Corporate Travel Industry.
* A self-starter with the ability to manage and prioritise effectively.
* Able to work within a team, with excellent time-management skills.
* A collaborative team player, fostering teamwork and cross-functional collaboration to achieve common goals.
* Adaptable and resilient, able to thrive in a fast-paced, dynamic environment and navigate change with ease.
Compensation:
Salary & Bonus: Up to £50,000 (Dependent on experience and skills)
Benefits at Conferma:
* A salary sacrifice pension to maximise your contributions
* Life Assurance cover to provide peace of mind
* Enhanced Company sick pay to put your mind at rest
* Single cover private medical scheme, with the flexibility to add family members at your own cost
* 33 days paid annual leave to allow you to focus on what's important to you outside of work
* The ability to purchase up to 10 additional days holiday each year to enable additional time off
* Additional paid time off for life events, such as moving house or getting married
* An additional days leave on or around your birthday
* Enhanced paid parental leave on the birth or adoption of your child
* A confidential Employee Assistance program (EAP) available to all 24/7
* Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards
Diversity, Equity and Inclusion
We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.
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