Customer Success Representative

  • Currency Cloud
  • London, United Kingdom
  • Jul 28, 2017
Full time Account Manager Developer

Job Description

About the role...

Salary: Dependent on experience + competitive benefits package

Responsible for providing day-to-day support and exceptional customer service for our client base. Customer Success Representatives contribute valuable insight through analyzing client usage to identify improvements and growth opportunities.

The details...

Responsibilities:

  • Handle phone queries and support tickets, as well as internal support tickets
  • Cover complaints and crisis management
  • Manage various trading tasks including phone trades, cancellations and trade amends
  • Troubleshoot technical/operational issues
  • Build and maintain relationships with your clients and fully understand their business and workflow
  • Analyse client usage and identify growth opportunities or churn risks
  • Proactively provide training and demonstrations
  • Provide usage analysis and trend input to the Management Team
  • Share client feedback with the Product Team
  • Run Service Level Reviews (SLRs) with clients to improve effectiveness from both sides
  • Maintain expert knowledge of internal systems and processes and a sound understanding of the FX market
What skills & experience do I need?
  • Minimum one-year experience in a customer facing role – face to face, phone and electronically
  • FX experience essential and an interest in the payments, financial services, technology or FX industry
  • Account Management experience preferred; commercially minded and target driven
  • Ability to develop and maintain strong client relationships
  • Perform well under pressure, with outstanding organisation and ability to prioritise
  • Confident with issue handling and crisis management
  • Excellent communication skills both written and verbal
  • Excellent team working skills, ability to manage own workload and tenacious attention to detail
  • Comfortable working in a start-up environment
  • Confident using Apple Macs