Client Experience Specialist
2 days ago
The role of the Client Success Officer involves working closely with our Partner Managers and clients to deliver exceptional client experiences and service delivery.
Key Responsibilities:
- Support Partnership Managers in day-to-day client servicing, including coordination of client onboarding, training, adoption, retention, and offboarding.
- Act as the voice of the customer within our organisation, understanding customer behaviour/needs and communicating to internal stakeholders.
- Responsible for centralised client activities, including proposal support, account plans, contract governance, offboarding, and compliance.
- Provide expert support for client queries, conducting root-cause analysis and implementing corrective action plans where necessary.
- Identify and recommend process improvements to better serve clients, through trends analysis and client feedback.
- Educate clients on how to optimise our products and services.
- Work collaboratively to strengthen operational processes and eliminate risk and operational issues.
About You
To be successful in this position, you will have the following skills and experience:
- You are passionate about enabling excellent client outcomes.
- You're highly adaptable and motivated to play a key role in a rapidly changing business environment.
- Proven experience demonstrating a breadth and depth of operational service delivery management.
- The ability to create insightful presentations and experience in working with tenders/proposals.
- Experience and an understanding of the payments/retail banking environment (highly desirable).
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