Customer Success Manager

What does Contour do?

Contour is building the global standard for trade by bringing together the world’s banks, corporates and ecosystem partners, onto a common, digital, and trusted network. Powered by innovation, trust and collaboration, Contour uses decentralized technology to offer seamless integration with market-leading digital document systems and other digital networks, enabling frictionless data-flow across the entire trade ecosystem.

Our culture is centered on openness and progressiveness, as we believe in continuous improvement and are constantly looking at ways to enhance our product through the latest tools and technologies. We are a passionate and collaborative team that promotes innovation, transparent knowledge-sharing and the idea that challenging one another will bring out the best in each of us.

Background

Reporting to the COO, the Customer Success Manager will be responsible for building out a new team dedicated to helping our clients maximize their use of Contour. Collaborating with our sales, operations and product teams, the individual will be empowered to drive changes throughout the organization to maximize customer’s productivity. This role is ideal for a highly motivated individual with excellent communication and presentation skills, with proven experience in digital trade initiatives who is passionate about delighting customers and building highly scalable teams and processes.

The Role:

Post Sales Management

• Establish a post sales customer readiness program that engages and educates new customers to their 1st transaction
• Providing guidance on how best to use Contour for that organization
• Use data to continually optimize our approach to reduce manual tasks whilst increasing our NPS
• Support the transition to our Operations team for ongoing support
• Proactively monitor client relationships; ensuring engagement & understanding from acquisition onwards
• Implement a ‘Customer First Strategy’, developing & strengthening customer relationships
• Focus on providing customers with timely value propositions throughout their experience

Ecosystem Engagement

• Act as an SME to educate and excite our whole ecosystem on their path to digital trade by educating them on Contour and digital trade
• Build scalable and repeatable training materials and processes capable of meeting our aggressive onboarding schedules.
• Collaborate with our operations team to drive early customer testing for upcoming releases
• Own customer facing content and co-ordinate with product marketing to establish optimal communication methods and content increasing Contour’s brand image
• Act as an advocate of the company to all customers and parties within the ecosystem

Requirements

• 4+ years in a similar role within a fintech or bank
• Detailed knowledge of trade finance products (LC, Guarantees etc) with a proven history of implementing efficiency initiatives
• Highly confident presenter with excellent communication skills and a personable approach
• Methodically minded and a passionate owner of processes to continually improve to meet SLAs
• Proven ability to lead engaged teams focused on delighting customers
• Technically capable to extract and analyze data (dashboards, SQL etc) to drive decisions
• Driven by a desire to solve problems, offer solutions and support customers throughout their journey
• Act as a key conduit between the internal teams at Contour and our external; Global customer base
• Use of Digital Adoption Platforms to automate client support
• Role will require regular interaction with Mandarin and English speaking clients.