Client Success Manager

2 days ago

Dubai, Dubai, United Arab Emirates Zand Full time

Job Purpose

As a Client Success & Integration Manager, you will serve as the first point of contact for clients requiring technical assistance. Your primary role will be to provide timely and accurate resolution and support, ensuring client satisfaction and platform reliability. You will provide deep expertise in providing solutions to clients while building client relationships, and work closely with other support, operations, development teams and stakeholders to resolve issues and maintain optimal system performance.

Key Responsibilities

Client Engagement

  • Engage with clients to gather and understand business requirements to propose robust solution architectures that align with client objectives.
  • Build a deep understanding of client requirements across various industries, including custody, exchange, brokerage, payments, and on-/off-ramp services.
  • Assist clients with their implementation, providing recommendations on how they can leverage Zand's banking and digital asset solutions to ensure successful project delivery.

Technical Support

  • Provide pre- and post-delivery technical guidance and support for Zand's banking and digital asset services including troubleshooting issues related to access, transaction processing, performance, and other service interruptions.
  • Ensure timely escalation and resolution of technical issues faced by clients.
  • Accurately document and categorize issues, ensuring clear communication and efficient resolution.
  • Escalate complex technical issues to higher support tiers or relevant internal teams while maintaining ownership of the underlying issue and communication with clients until resolved.

Collaboration and Integration

  • Collaborate with cross-functional teams to facilitate seamless client integration.
  • Work with the Product, Tech, and QA teams to understand platform updates, enhancements, and new features.

Continuous Improvement and Support

  • Contribute to the creation and maintenance of support documentation, knowledge base articles, and FAQs to assist clients and internal teams.
  • Continuously learn about new technologies and methodologies that can improve the support process and client experience.

Key Skills, Required Qualifications & Experience

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 5 years of experience in a technical support or equivalent role, preferably in a technology, FinTech, blockchain, or digital asset industry.
  • Proficiency in APIs, webhooks, and event-driven integration (e.g. Kafka) to advise clients on integration strategy, architecture, and best practices is a must.
  • Possesses strong understanding of IT fundamentals including networks, databases, and operating systems.
  • Familiarity with blockchain technology, transactions on DLT, financial markets and digital wallets is highly desirable.
  • Excellent problem-solving skills and the ability to diagnose and resolve technical issues quickly.
  • Outstanding verbal and written communication skills; capable of explaining complex technical concepts to non-technical users.
  • Thrives in a fast-paced, dynamic, and highly effective team environment.
  • Dedicated and enjoys delivering exceptional client satisfaction.
  • Strong commitment to continuous education and training.
  • Certifications in IT support or cybersecurity (e.g., CompTIA A+, Network+, Security+) is a plus.

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