Customer Success Manager

Job Description

Role Summary: We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to lead the adoption and usage of technology solutions within the collections industry . This role involves troubleshooting client issues, enhancing client satisfaction, fostering strong relationships, and identifying opportunities for cross-selling and up-selling . Key Responsibilities: Adoption: Facilitate the adoption of the company's solutions within client organizations by tailoring strategies to maximize their effectiveness. Engage with clients to understand their specific needs and challenges, ensuring solutions align with expectations and deliver value. Usage: Monitor client usage patterns to provide actionable insights and guidance for optimizing solution effectiveness. Conduct regular check-ins, workshops, and training sessions to help clients fully leverage the solutions. Troubleshooting: Identify and resolve client issues swiftly to maintain high levels of client satisfaction. Collaborate with internal teams to address any system or process-related challenges impacting clients. Travel: Extensive travel required to engage directly with clients, provide on-site support, and build deeper relationships. Qualifications: Experience: Minimum of 3 years of experience in the collections industry , with a focus on client adoption of technology or financial solutions. Demonstrated success in developing strategies to increase product usage and client satisfaction. Skills: Strong domain expertise in collections or as an analyst, enabling you to serve as a trusted advisor to clients. Exceptional relationship management skills to build and nurture long-term client partnerships. Effective objection handling skills to address client concerns confidently and constructively. Ability to identify and execute cross-sell and up-sell opportunities to enhance client value. Proficient problem-solving abilities to troubleshoot client issues and provide timely solutions. In-depth industry knowledge and fluency in the local language to communicate effectively with clients. Industry Knowledge: Deep understanding of the collections landscape and trends , enabling you to provide valuable insights and strategic guidance to clients. Personal Qualifications: Age below 35 years . A proactive problem solver with a strategic mindset and a client-focused approach. Preferred Background: Experience working with major lenders or financial institutions is highly valued.