Senior Customer Success Specialist

13 hours ago

Dublin, Dublin City, Ireland beBeeCompliance Full time €60,000 - €70,000

Customer Success Specialist Job Summary

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Our organization seeks a skilled Customer Success Specialist to join our team. The successful candidate will be responsible for delivering exceptional post-sales support experiences to clients, focusing on effective and efficient solutions that expand our value to the business and drive positive customer outcomes.

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Main Responsibilities:

  • Collaborate with stakeholders to understand client needs and advocate for their requirements.
  • Analyze and address customer pain points using a data-driven approach, ensuring timely and effective resolution of issues.
  • Manage regulatory compliance processes, adhering to standards and regulations.
  • Proactively review complaint cases, prioritize customer resolution, and perform root cause analysis to uncover process breakdowns.
  • Develop and maintain customer-facing complaints and compliance processes in collaboration with internal and external stakeholders.
  • Stay informed of regulatory changes and lead related projects.
  • Influence supporting teams to ensure timely and effective resolution of customer and employee issues.
  • Serve as an internal ombudsman, holding the company accountable to customers.
  • Prepare and present complaints process reports and data to management.

Required Skills and Qualifications:

  • Strong analytical skills, with a passion for data and reporting.
  • Experience in root cause analysis and managing RCA outcomes.
  • Relationship management skills, especially with regulatory bodies.
  • Ability to influence product development based on customer feedback.
  • Deep customer empathy and a commitment to understanding and serving customers.
  • Excellent verbal and written communication skills.
  • Continuous improvement mindset, always seeking to raise standards.
  • Ability to champion cultural changes to build and maintain customer trust.
  • Agility to test assumptions and deliver results quickly.
  • Results-oriented with integrity and respect for people.
  • Familiarity with financial services, pension ombudsman, open banking, and PSD2.

Benefits:

  • Opportunity to work with a leading organization in the industry.
  • Possible certification opportunities.

Others:

We are committed to creating a diverse and inclusive workplace that values individual differences and promotes equality and diversity in employment practices and policies.

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