Technical Customer Success Manager

Technical Customer Success Manager

ABOUT US

Skale is a fast-growing SaaS B2B fintech company that enables its clients in the financial services sector to grow their business at speed.

At Skale we are passionate about driving towards our company vision of being the leading CRM platform in the financial trading sector, while cultivating a positive and fun work environment that promotes personal and professional growth.

ABOUT THE ROLE

1. Client Onboarding: Guide clients through the onboarding process, ensuring a smooth transition onto the Skale CRM platform.
2. Technical Assistance: Provide basic product support and assistance to clients, troubleshooting any issues they encounter during onboarding and beyond. Any issues that are not straightforward and/or typical in the onboarding process, will be referred to the technical support team for resolution.
3. Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for any inquiries or concerns.
4. Project Management: Coordinate with internal teams to ensure timely delivery of services and resolutions to client issues.
5. Training: Conduct training sessions for clients to familiarize them with the platform and its features.
6. Regular Check-ins: Schedule and conduct regular check-ins with clients post-onboarding to gather feedback, address concerns, and identify opportunities for upselling or cross-selling.
7. Reporting: Maintain accurate records of client interactions, issues, and resolutions in the CRM system.

REQUIREMENTS/SKILLS

1. Highly organized self-starter with the ability to manage multiple clients and priorities simultaneously.
2. Strong verbal and written communication skills.
3. Fluent English speaker - MUST.
4. Strong interpersonal skills, approachable, and able to build relationships with clients.
5. Previous experience in client management, customer support, or project management roles within the SaaS or technology industry.
6. Comfortable with technology and able to quickly learn and understand the Skale CRM platform.
7. Ability to analyze complex issues and provide effective solutions or escalate to technical support when necessary.
8. Deep commitment to providing exceptional customer service and ensuring client satisfaction.
9. Collaborative mindset with the ability to work effectively with cross-functional teams.
10. Ability to work in a fast-paced sales environment with minimum supervision
11. Experience in financial services and/or the forex/CFD industry would be a strong advantage.