Customer Success Officer

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for new Customer Success Officer

Job purpose:

As a Customer Success Officer (CSO) at Geidea, the individual will actively engage in hands-on leadership, assisting in the development of customer success strategies, fostering robust relationships with clients, and collaborating with cross-functional leaders to ensure consistently exceptional customer experiences. The optimal applicant possesses a strong commitment to employing analytical skills for identifying issues, solution formulation, and relationship enhancement.

Responsibilities:

1. Account Management Ownership: Own the entire relationship with assigned clients.
2. Client Advocacy and Feedback: Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
3. Use Communication Channels: Use the communication channels with key departments such as Operations, Sales, Product, Finance, and Technology to enhance client
4. satisfaction, product performance, and overall service delivery.
5. Onsite Visits and Actionable Feedback: Conduct regular onsite visits with clients to provide personalized support, address product concerns, gather feedback, and implement actions based on their input.
6. Cross-Selling Opportunities: Identify opportunities to cross-sell additional products, features, and services that will enhance the value proposition for the client and drive revenue growth.
7. Receive & Handle New Features & integrations: Receive new features, and integration requests from Clients or Operations channels to evaluate it then discuss it with the Product Team to return to the Client with effective feedback.
8. Standardized Onboarding Sessions: Conduct standardized onboarding sessions, including training on back-office operations, ensuring clients are fully prepared to use the POS solution effectively.
9. Renewal and Offboarding: Do contract renewals and collections, ensuring client retention, while also handling offboarding processes with a focus on conducting CSAT surveys and analyzing results to identify root causes for offboarding.
10. CSAT Calls and Visits: Do CSAT calls or visits after receiving the account from the Operations team to receive the voice of the Client and report the result to enhance the onboarding cycle.

Must have technical/professional qualifications:

• Bachelor's degree in business, or a related field.
• 0-1 Years of overall experience.
• 1 Years of experience in a Customer Success role in SaaS business.
• Preferred of understanding of POS systems and cloud-based technologies.

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking

Resilient If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team

We are changing lives by constantly striving for a better solution

Click apply below and become part of the Geidea story