Customer Success Specialist Job at Trustcrow

Trustcrow is a Lagos-based fintech company that specializes in a B-to-B digital escrow platform. The company escrows funds between transacting parties until agreed goods, services, or assets are delivered. This safeguards buyers from sell-side performance default and safeguards sellers from buy-side payment default. The platform eliminates the purchasers exposure to making advance payments prior to the receipt of goods/services and eliminates the sellers exposure to delivering goods/services before payment. By using a trusted intermediary, users benefit from increased transparency, protection, and efficiency. Trustcrow is a USA-registered company with operations in Nigeria.

We are recruiting suitably qualified candidates to fill the position below:


Job Position: Customer Success Specialist

Job Location: Lagos
Employment Type: Full-time

Job Description

  • As a Customer Success Specialist at Trustcrow, you will be the primary point of contact for our clients, guiding them through their entire journey with our products/services.
  • Your responsibilities will encompass understanding client needs, resolving inquiries, providing in-depth product knowledge, conducting effective training sessions, analyzing customer feedback, and fostering client retention.
  • We are looking for an enthusiastic professional with excellent communication, problem-solving, and relationship-building skills.

Responsibilities

  • Initiate proactive communication with clients to understand their goals and challenges.
  • Build and nurture strong relationships with clients, acting as their trusted advisor.
  • Develop a comprehensive understanding of our products/services to provide expert guidance to clients.
  • Conduct engaging training sessions, ensuring clients are proficient in utilizing our offerings to their full potential.
  • Identify upselling opportunities and collaborate with sales teams to expand clients’ engagement with our offerings.
  • Maintain detailed records of customer interactions, feedback, and issue resolutions.
  • Generate regular reports outlining customer engagement metrics and satisfaction levels.
  • Stay updated with industry trends and product developments to provide informed recommendations to clients.
  • Address customer inquiries and resolve issues promptly and efficiently, ensuring high levels of customer satisfaction.
  • Collaborate with internal teams to resolve complex problems and provide effective solutions to clients.
  • Gather, analyze, and report customer feedback, identifying trends and areas for improvement.
  • Work closely with the product development team, advocating for client needs and contributing to product enhancements.
  • Implement retention strategies to ensure client loyalty and satisfaction.
  • Participate in training programs and workshops to enhance skills and knowledge.
  • Any other duties as assigned or required by the company or the group.

Qualifications and Requirements

  • Bachelor’s Degree in relevant field or equivalent work experience.
  • Minimum of 5 years of experience in customer service, account management, or customer success roles within the tech industry.
  • Exceptional communication skills, both written and verbal.
  • Strong analytical and problem-solving abilities.
  • Proactive attitude and ability to work effectively in a team environment.
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Empathetic approach with a focus on understanding and addressing client needs.
  • Proficiency in CRM software and customer support tools.
  • Detail-oriented with excellent organizational skills.
  • Proficiency in English
  • Advanced troubleshooting and multi-tasking skills.

Salary Range
N300,000 - N400,000 / month.

Method of Application
Interested and qualified candidates should send their CV to: HR@GoTrustcrow.com using "Customer Success Specialist" as the subject of the mail.