Customer Success Manager

Zagreb, Croatia


This job is not available any more.

We are looking for a Customer Success Manager to build our customer experience journey for the global market. The successful applicant will be responsible for setting up processes for our customer support, customer success and overall customer experience journey from on-boarding to renewal.

Our global community of customers is made up of financial institutions (microfinance institutions, cooperatives, Saccos, microfinance banks, thrift banks and rural banks) in Africa and Southeast Asia.

The Customer Success Manager will work with customers in-market and remotely from the headquarters in Zagreb. Applicants must have solid project management skills and proven experience in direct B2B customer service - ideally with customers in developing countries.

Responsibilities

Process Management

  • Design and implement a customer satisfaction program
  • Define the subscription renewal process and metrics
  • Take ownership of the customer support function and process
  • Tailor processes to balance standardisation and on-the-ground practicality

Customer communication

  • Manage all aspects of the support ticket system setup
  • Streamline customer support team communication and workflow
  • Proactively engage with customers and define all touchpoints
  • Manage customer subscription renewals and updates

Qualifications and experience

  • Minimum of five years of experience in one or ideally both:
    • Account management
    • Financial sector SaaS services
  • Work experience with customers and teams in developing countries
  • Experience working in a high-growth environment and process/change management

Competencies

  • Ability to work well under pressure and prioritise assignments 
  • Excellent time management and organisation skills
  • Ability to run multiple work streams in parallel
  • Strong written and verbal communication skills in English
  • Ability to express complex topics clearly
  • Patience and empathy to bring our customers into best practice

About Oradian

Oradian – and why it’s disruptive
Oradian is a financial inclusion company serving financial institutions in remote, hard-to-reach communities. Using insights from our community of customers, we build a cloud-based toolset that smart financial institutions plug into to access best practice and efficiency.
Our toolset enables financial institutions to become more efficient, know and control their portfolios and serve more clients. We provide access to our toolset on a subscription basis, giving financial institutions access to leading technology.

Our team
We are a quickly growing team of talented and committed experts in technology and microfinance. We work in an open, collaborative culture. We have over 70 team members from more than 12 countries.

Where we work
Oradian is headquartered in Zagreb (Croatia) with offices in Lagos (Nigeria) and Manila (Philippines).
We currently partner with 50 financial institutions in seven countries with a concentration in the Philippines and Nigeria.  Collectively, our partners provide access to financial services for over one million end-clients. We are now poised to scale operations and increase sales throughout West Africa, East Africa and Southeast Asia.