Customer Success Specialist
Who is Procuret?
Procuret is a fintech building innovative and smart technology to provide a fast, frictionless & cashflow efficient way for clients to pay with certainty, whilst helping Suppliers sell more and get paid sooner.
Embedded into existing invoicing or e-commerce processes, Procuret quickly facilitates business clients seeking to pay in instalments, with ease and certainty, while a supplier is paid upfront. The experience is branded to the supplier, ensuring a unified experience for clients, empowering suppliers with additional sales capability.
Procuret is built by a team of financial services and technology professionals. With decades of experience within the SMB lending industry as well as technology development, the team offers deep domain knowledge.
Three things to know about us
Our vision is to revolutionise the way small & medium size businesses (“SMBs”) pay for purchases.
Our core product is a digital 'Pay in Instalments' option that is swift and secure, allowing business customers to transact in minutes.
We have a niche focus in professional and essential services areas of the SMB market where credit options are slow, inconvenient, manual and capital intensive.
What we’re looking for?
As a growing Fintech, we’re looking for an energetic and passionate Customer Success Specialist to make our user experience a dream and help us become the market leader in customer service.
An amazing Customer experience is important to us and one of our values at Procuret is that we do everything we can to transform the Customer’s business for the better!
The Customer Success Specialist will be responsible for developing Customer relationships that promote retention and loyalty. This person will drive exciting Customer Experience initiatives that will engage & delight Customers and create value for Supplier Partners and Procuret’s business.
Their role will consist of working closely with Customers to ensure they are satisfied with Procuret services and help improve upon areas of dissatisfaction.
Someone who can respect Customer information, operate with integrity and abide by the regulatory requirements of our business.
What your day will look like:
- Be our customer's primary point of contact, giving our customers an internal voice and be our external ear.
- Take full ownership of customer feedback, complaints and general inquiries.
- Manage inbound/outbound customer calls, nurture valuable relationships that will lead to renewal of their Procuret instalment plans and also manage ticket handling.
- Help drive positive change throughout the business by identifying and solving customer issues and proposing next level process improvements.
- Work closely with the Product and Marketing team by aggregating and delivering key customer insights to Product, Marketing, and Sales organizations in a structured, consistent, and proactive manner. Be responsible for developing customer campaigns and pushing new products and features out.
- Provide support to Procuret's Supplier Partners - effectively and proactively engage them in discussions on business performance, existing product and marketing ideas, implementation of best practices, and partner's strategic initiatives.
- Proactively engage with business analytics - provide suggestions and give feedback on customer insights and conduct new data analysis relevant to our Customer Success.
- Any other responsibilities or duties as required from time to time by the Chief Executive or revenue leader.
This role will carry key performance indicators together with other principle-based criteria, including Instalment Plan renewals, new product adoption and customer dial-ups.
You will succeed in this role if you are:
- An excellent communicator with powerful energy to help customers.
- A collaborator who's passionate about working in a team, sharing their knowledge and supporting their peers.
- A problem solver who thinks fast and on your feet.
- Empathetic and can put yourself in the customer's shoes.
- Adaptable and comfortable taking the initiative.
Your minimum Qualifications
- 3+ years in a client-facing account management or business development type position.
- Good understanding of fintech or the B2B payment landscape is a huge plus.
- A track-record of growing accounts and earning trust.
- Experience in building and delivering impactful presentations to business leaders and decision-makers.
- Good negotiation and influencing skills
- Intermediate to Advanced Excel, PowerPoint skills and use of cloud based systems.
- A problem-solver who loves to deliver high quality support, someone who cares.
- Comfortable with travel if required.
What do we offer?
How to apply for this Job
If this looks like your dream role and you are committed to doing the right thing, we would like to hear from you.
Please write to us at join@procuret.com, including a Curriculum Vitae and any other material you wish to include to support your application.