customer Success Executive

• Provide demo and training to customers about the product in both English and Russian
• Drive the strategy, planning and execution of the organization’s overall customer experience goals
• Take ownership of customer queries and proactively following through to resolution
• Develop step by step processes explaining to customers our product and how to use the platform
• Work within the team focusing on providing excellent customer experience
• Cascade detailed customer feedback to respective teams
• Develop best-in-class new customer onboarding process that creates a “Wow” effect to the new customers whilst capturing key KYC datapoints.
• Train, and coach the team in the processes you have developed
• Ability to work in a structured environment and adhere to regulatory and compliance requirements
• Document scrutiny
• Any other ad hoc duties as assigned by HOD

Skills

Requirements:

• 1 - 3 years of experience in Trade and/or Trade Finance
• 3 - 8 years of experience in a customer experience role with at least 3 years in a IT product based company
• Fintech product experience will be added advantage
• Excellent English communication skills, both written and oral
• Must have business level fluency in Russian language (read & speak)
• Obsession over customer experience
• Proven ability to hustle and manage multiple work streams effectively
• Strong interpersonal skills; professional, courteous and empathetic
• Strong problem-solving skills and detail-oriented
• Ability to positively adjust to a rapidly changing environment