Customer Success Representative

We are seeking a passionate and dedicated Customer Success Representative to join our team at Elroy. This cutting-edge mobile banking app is revolutionizing the way people manage their finances.

As a Customer Success Manager, you will play a pivotal role in ensuring our users have a seamless and delightful experience with our app, helping them achieve their financial goals and maximize the value of our services.

If you're a proactive problem-solver with excellent communication skills and a customer-centric mindset, we invite you to join us in shaping the future of mobile banking.

Key Responsibilities :

• Serve as our app users' primary point of contact, building strong relationships and acting as a trusted advisor to address their needs and inquiries.
• Onboard new users, guiding them through the app's features and functionalities, and ensuring a smooth transition into our platform.
• Proactively reach out to customers to provide support, gather feedback, and identify product improvement and optimization opportunities.
• Collaborate cross-functionally with the product, marketing, and technical teams to relay customer feedback, advocate for user needs, and contribute to app enhancement.
• Monitor user activity and engagement patterns to identify potential issues and opportunities for upselling or cross-selling relevant services.
• Provide training and resources to customers, empowering them to make the most of our app's capabilities and features.
• Troubleshoot technical issues and work with our technical support team to ensure prompt and effective resolution.
• Identify and implement strategies to reduce churn and enhance customer retention rates.
• Prepare regular reports and presentations on customer success metrics, including user satisfaction, engagement levels, and feature adoption.

Qualifications :

• bi-lingual English and Spanish
• Bachelor's degree in Business, Marketing, Finance, or a related field. An MBA is a plus.
• Proven experience (X+ years) in a customer success, account management, or client-facing role, preferably within the fintech or mobile app industry.
• Strong understanding of mobile apps and digital platforms, with the ability to quickly grasp and explain technical concepts.
• Exceptional interpersonal skills, including the ability to empathize, communicate effectively, and build rapport with diverse customer segments.
• Analytical mindset with the ability to leverage data to drive informed decisions and deliver actionable insights.
• Self-motivated, proactive, and able to thrive in a fast-paced, dynamic startup environment.
• Problem-solving orientation, with the capacity to navigate challenges creatively and collaboratively.
• Proficient in CRM software and customer support tools.
• Prior experience with mobile banking or financial technology is a significant advantage.
• A track record of exceeding customer satisfaction and retention targets.

Benefits :

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision benefits.
• Opportunity to work with a talented and passionate team in a collaborative environment.
• Ongoing professional development and growth opportunities.
• Flexible work arrangements and a supportive work-life balance.
• Access to the latest advancements in fintech and mobile banking technology.

At Elroy, we're dedicated to fostering a culture of innovation, teamwork, and continuous improvement. If you're excited about the prospect of shaping the future of mobile banking and helping our users achieve financial success, we encourage you to apply and become a key member of our Customer Success team.