Position overview
The Customer Success team will work closely with the Product – Onboarding and Conversion teams, understanding the challenges experienced by members to ensure the team are able to walk members through the onboarding process, solving any pain points
The team will also work toward a common goal of conversion optimization and increasing customer growth
The team will not stop there, as they will remain assigned to members, build relationships with members and provide support throughout the client journey
The Customer Success Advisor, reporting into the Senior Account Manager or Account Manager, and forming an integral part of the Customer Success team will be responsible for providing constant support across different channels to our clients
Ensuring that our clients enjoy consistent coverage during the onboarding process and throughout their journey with us
Creating a “customer for life” experience for our clients
As our products and services cover multiple regions across the globe, the aim is to provide our clients with a standard of service that is world class and expected of a Private and Investment Bank
Role objectives
- Represent the company effectively by developing comprehensive knowledge of its offerings
- Maximise sales performance through strong relationships with clients and awareness of their needs and lifestyles
- Achieve weekly, monthly, and annual sales and activity quotas
- Generate leads by committing to customer service and building relationships
- Adjust sales techniques according to interactions and results in the field
- Conduct incisive and insightful research of markets and competitors
- Ensure customers’ pain points are addressed to the right team and solved asap
- Take all measures, go above and beyond, to ensure clients needs are met whether this is through the onboarding process or when they have become a member
- Accumulate feedback from the clients and share product improvement ideas
KPIs/Targets
As a Customer Success Advisor, your role will include daily/weekly/monthly targets set by your Manager and in alignment with the overall client conversion strategy
The targets, if achieved, will be linked to incentives and a commission structure will be shared
Responsibilities
- Develop and maintain thorough knowledge of the company and its products, research consumer needs, and identify how our solutions can address those needs
- Generate leads and grow existing relationships by maintaining an accurate, detailed client book for an active, repeat customer base
- Proactively approach clients, using outside-the-box thinking to develop new and unique sales tactics
- Work with Account Managers to design industry-specific outreach efforts
- Conduct month-end and year-end close processes
- Provide our clients with world-class experience, the kind of experience that would be expected from a global Private and Investment Bank
- Service will extend across all channels including our in-app live chat, phone, email, and video call
- This position will cover Asia as we provide 24/5 coverage to our clients
- Representing Xapo Bank online at all times in a way that reflects the Private and Investment Banking environment
Skills needed
- Strong communication skills in both verbal and written form, English being the business language of choice
Additional languages may be required dependent on location as our Customer Support Specialists cover key markets across LATAM, Africa, Asia and Europe - This position will cover our Asian markets
- Bachelor’s degree or equivalent
- Experience working with clients within the high networth customer segment
- Ability to translate complex/technical issues into easy to understand language for clients
- Strong attention to detail and analytical skills
- Empathy and a passion for delivering excellent service to clients
- Driven, self-motivated, collaborative and highly flexible team player approach
- Self-learner, and an avid problem-solver
Other requirements
- A dedicated workspace
- A reliable internet connection with the fastest speed possible in your area
- A plain background when on Zoom calls with clients
- Smart professional dress code during Zoom calls with clients
- Devices and other essential equipment that meet minimal technical specifications
- Alignment with Our Values and the Xapo Values-Driven Leadership principles
The Job Description is a guide of your role and responsibilities here at Xapo Bank but your role is not limited to the information provided on the Job Description
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