Customer Success Officer

Client of Kalamntina

Responsibilities

• Assist new clients with the onboarding process, ensuring they understand how to use the platform effectively and maximize the value of services.
• Provide timely customer support by addressing inquiries, technical issues, and service requests with clear and professional solutions.
• Proactively engage with customers through regular check-ins to ensure satisfaction and identify opportunities to help them achieve their goals.
• Educate clients on new features, products, and updates through resources, guides, and training sessions.
• Build strong, lasting relationships by understanding clients unique needs and striving to exceed their expectations.
• Collect and communicate client feedback on products and services to relevant teams for continuous improvement.
• Quickly identify, resolve, or escalate unresolved issues while ensuring customers feel supported and valued.
• Collaborate cross-functionally with Sales, Marketing, Product, and Tech teams to meet client needs and address challenges.
• Drive customer retention by ensuring ongoing satisfaction and working to minimize churn.
• Maintain accurate documentation of customer interactions, issues, and resolutions for effective tracking and reporting.
• Assist in testing new product features, gather client feedback, and help ensure products meet customer requirements.

Qualifications

• Previous experience in customer success, client support, or a related role, preferably in fintech, blockchain, or crypto industries.
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• Customer-first mindset focused on proactive support and delivering positive customer experiences.
• Effective problem-solving skills to resolve customer issues efficiently.
• Ability to manage multiple customer relationships and prioritize tasks in a fast-paced environment.
• Basic understanding of blockchain and cryptocurrency is a plus; eagerness to learn is essential.
• Capable of working independently and collaboratively within a team.
• Strong organizational skills with attention to detail.
• Fluency in English required: additional languages are a plus.