Customer Success Specialist (Centrapay)

About Centrapay Centrapay is an exciting and fast-growing fintech backed by some of the very best investors and minds in payments and technology. We're building a global network that enables new payment experiences, while reducing fraud and cost. Our brand purpose is to help the world get beyond plastic-card payments. We do this by creating new ways to pay and get paid digitally. We are obsessed with our customers, and engineering software solutions to solve their problems.
Centrapay are a Futureverse company, which means we are collaborating and building Web3 and Metaverse experiences within our wider ecosystem.
As a Customer Success Specialist, you'll ensure Centrapay customers have a positive and professional experience engaging with our business at all stages of the customer journey. If our customers feel their interactions with Centrapay are successful – your job is done.
What you'll be doing Be the primary contact point for customer or partner support via all communication channels. Monitor Centrapay solutions. Coordinate the resolution of technical issues, and communicate with external parties. Respond to external queries about Centrapay solutions. Discuss Centrapay solutions to customers and partners, and help identify and progress sales opportunities. Manage changes to customer billing or accounts. Manage customer feedback and complaints. Develop and maintain external contact relationships as part of Centrapay's integration partnerships, or larger enterprise customer accounts. Assist customers and partners to successfully onboard to the Centrapay platform within our service level timeframes. Effectively manage reactive customer requests and anticipate their needs. Contact customers by email or phone to verify supplied information. Contact integration partners to confirm technical loading information and status of merchants. Ensure customer data integrity by entering, validating and updating data in Centrapay systems (we use Freshdesk, HubSpot & Notion). Work with the Centrapay technology team to provision access for customers and partners. Coordinate the resolution of technical issues during onboarding, and communicating with external parties. Discuss Centrapay solutions to customers and partners during and prior to their onboarding journey.
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