Customer Success Specialist

2 weeks ago

New York, United States Pockyt Full time

About Pockyt

Pockyt aims to shape a more inclusive global payments future by connecting 200+ locally preferred payment methods via one API. Thousands of brands and marketplaces rely on Pockyt for smooth payment acceptance from emerging market consumers and borderless payout to creators, vendors, and sellers in 100+ countries.

About this Role

Pockyt is seeking a passionated Customer Success Specialist to join our growing team In this pivotal role, you will play a crucial part in ensuring our customers achieve their goals and maximize the value of Pockyt. You will become a trusted advisor, proactively identifying their needs and opportunities for growth, while fostering strong relationships with assigned accounts.

Responsibilities

  • Collaborate with sales team/channel partners to onboard new customers and ensure a smooth transition to using Pockyt effectively.
  • Become a trusted advisor to customers, proactively identifying their needs and opportunities for growth within the Pockyt ecosystem.
  • Provide ongoing support and guidance to customers, troubleshooting any issues and ensuring their satisfaction with Pockyt's solutions.
  • Track customer health metrics and identify at-risk accounts, taking proactive steps to prevent churn and ensure customer retention.
  • Collaborate with internal teams (e.g., product, sales, Solutions Engineering) to ensure customer success and identify areas for improvement within the Pockyt experience.
  • Develop and maintain strong relationships with key customer contacts.
  • Gather customer feedback and translate it into actionable insights for product development and service improvement.

Qualifications

  • Minimum 2 years of experience in a customer success or account management role.
  • Proven track record of building strong relationships and exceeding customer expectations.
  • Excellent communication, both written and verbal, with the ability to tailor messages to different audiences.
  • Strong analytical and problem-solving skills.
  • Proficient in CRM software and comfortable working with data.
  • Deep understanding of the payments industry (a plus).
  • Passion for building successful customer relationships and driving growth.

Benefits

  • Competitive salary and benefits package.
  • Opportunity to work in a fast-paced and dynamic environment.
  • Be part of a team that is passionate about making a difference.
  • Make a real impact on the success of Pockyt and our customers.

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