Customer Success Manager

TradeSun is looking for a Customer Success Manager to join our team in our India office. This person is responsible for building deep relationships with customers by handholding them throughout the customer journey, understanding their needs, and engaging them as they transition from sales prospects to active users. They must be able to advocate for the customer and collaborate with the Sales, Product and Technology teams to apply customer feedback, identify possible customer issues before they arise, and incorporate learnings and insights into future design.

The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant digital or communications experience and strong presentation/training/onboarding skills. This person is engaging, patient, empathetic, and has the ability to build strong relationships with customers to deliver consistently excellent customer. experiences.

Requirements:
 Three to five years of experience in customer-facing roles such as customer success, communications, education/training, marketing, sales, or account management
 Proficiency in verbal and written English communication, strategic planning, and project management
 Analytical and process-oriented mindset
 Technically savvy
 Ability to work effectively across multiple departments in a deadline-driven environment
 Ability to prioritize workloads on the fly to ensure optimum outcomes for the customers
 Active team player, self-starter, and multitasker
 Fluency in additional languages is an asset
 Background in SaaS and/or UX is an asset
 Trade Finance industry knowledge is an asset

Responsibilities:
 Demonstrate, onboard and train  Conduct demonstrations of the TradeSun Intelligence Platform to support the Sales team. Develop and facilitate engaging user onboarding and training programs. Act as the first point of contact for users and potential customers, and establish a reputation of empathy and expertise.
 Communicate and collaborate  Maintain direct communication with the customer to understand needs and goals. Creatively and innovatively apply customer insights to product development and design, cross-functionally collaborating with the wider team to execute timely and cost-effective solutions. Draft and refine customer-facing documentation to support in customer communications.
 Manage and coordinate  Manage customer initiatives/projects and any incidents reported via TradeSuns Help Desk. Proactively problem solve, responding to customer inquiries, and liaising with the Development team to address issues according to SLAs.

About TradeSun

TradeSun Inc. is an Edison-award winning FinTech headquartered in San Diego that delivers a SaaS-based trade finance platform. TradeSun is powered by cutting edge artificial intelligence and blockchain technology to automate trade finance document checking and compliance.

We are committed to advancing opportunities for team members and creating an environment where the team can learn, grow, and evolve.

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