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- 1 week ago
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Job description
About Zota
Zota is a global provider of payment solutions, enabling businesses to access dependable and innovative payment options across international markets. We are currently seeking a Customer Success Manager to join our team in Singapore, focusing on managing relationships with key merchants within our global portfolio.
Role Overview
The Customer Success Manager will be responsible for cultivating and maintaining strong, long-lasting relationships with our merchants, ensuring their satisfaction, and identifying growth opportunities. Acting as a trusted advisor, this role will collaborate closely with internal teams to provide an exceptional client experience.
Key Responsibilities
- Develop and sustain lasting relationships with Zota's merchant clients.
- Serve as the primary contact to maintain high levels of customer satisfaction and engagement.
- Identify merchant requirements proactively, spotting potential risks, improvements, and opportunities.
- Drive account expansion through introduction of appropriate payment solutions, access to new markets, and value-added services.
- Continuously monitor merchant performance metrics, transaction volumes, and overall account health.
- Manage escalations and coordinate resolution efforts with departments such as Support, Finance, Compliance, Risk, and Product.
- Analyze merchant feedback and market trends to uncover business growth possibilities.
- Conduct periodic meetings and business reviews with important merchants.
- Assist with launching and implementing new payment solutions.
- Represent Zota at international conferences, exhibitions, and client meetings; anticipate 3 to 5 business trips annually.
- Collaborate with Marketing to produce targeted merchant communications and newsletters.
Candidate Profile
- Prior experience in Customer Success, Account Management, or Client Management roles.
- Preference for candidates with backgrounds in fintech, payments, banking, foreign exchange, or financial services.
- Fluent in written and spoken English; knowledge of additional languages is beneficial.
- Strong skills in communication, relationship cultivation, negotiation, and problem-solving.
- Commercially minded with robust analytical abilities.
- Capability to manage multiple accounts efficiently in a dynamic setting.
- Interest in technology and an aptitude for clearly explaining complex solutions.
- Customer-centric, proactive, adaptable, and effective in cross-functional teamwork.
- Willingness to undertake international travel as required.
Benefits
- Opportunities for career advancement in a global company.
- Engagement with cutting-edge technologies within the FinTech sector.
- Daily food vouchers provided.
- Annual company trips.
- Competitive bonus program and more.
Additional Information
Please submit CVs in English only.
Hiring Process: Digital interview, home task, virtual interview, integrity test, followed by job offer.