About the company
Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers. We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.
Job Summary
Key Responsibilities:
šProvides leadership for the Support Team: šProvide training and mentorship to the Support Engineers. šBe accountable for the teamās delivery of timely and accurate technical solutions to customers. šEnsure depth and breadth of technical skills are maintained across the team to support customer demand. šWork closely with the solutions, success & onboarding teams to understand the customer use-case and ensure a smooth transition from new business (sales) to customer success. šOwn the post-sale support processes by acting as a bridge between onboarding, engineering and customers. šManage & streamline the customer support processes šDefine, achieve and monitor quarterly goals of the support team šWhere relevant, assist / educate customers on best practices when dealing with our Support function šLead incident reporting and investigations, liaising directly with customers when needed šWork closely with our fraud & risk team to ensure that and user/client reported fraud is dealt with and any fraudulent trends are identified and escalated šMonitor & Create customer metrics alongside comms to proactively detect any integration, degradation or conversion issues šMonitor customers usage, SLAS and billing to ensure that we are providing them with appropriate support and pricing - a primary focus will be placed on Enterprise clients šPrioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the post-sale and growth process. šUse customer insights to help inform product decisions. šAssist in automating any manual support operations to promote scalability of the support function šIdentify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded. šAlongside all elements of the above, define, own and optimise novel customer success metrics and retention šManaging the support/on-call roster with engineering to ensure team and operational coverage
Requirements:
š7+ years in a customer-facing role. šLeadership and organisational management experience. šA track record of success in account management or fostering partnerships šExperience in working in B2B SaaS, API or Payments companies. šEmpathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems). šHands on technical experience such as log and data analysis