Optasia is a fully-integrated B2B2X financial technology platform covering scoring, financial decisioning, disbursement & collection. We provide a versatile AI Platform powering financial inclusion, delivering responsible financing decision-making and driving a superior business model & strong customer experience with presence in 30 Countries anchored by 7 Regional Offices.
We are seeking enthusiastic professionals, with energy, who are results-driven and have a can-do attitude, who want to be part of a team of like-minded individuals delivering solutions in an innovative and exciting environment. The Customer Success Manager (CSM) is responsible for ensuring customer satisfaction, retention, and expansion by fostering strong relationships and providing strategic support to maximize the value of Optasia's solutions for our customers.
What you will do
- Develop and nurture strong relationships with key stakeholders at all levels within customer organizations.
- Act as the primary point of contact for customers, ensuring their needs are met and expectations exceeded.
- Optimize service performance from a product and financial KPI point of view
- Collaborate with internal teams, including service, technical support, finance, marketing, and product teams, to ensure seamless customer experience.
- Monitor customer health metrics and proactively identify areas for improvement.
- Lead customer business reviews, ensuring alignment on goals, performance, and opportunities for growth.
- Advocate for customer needs and work cross-functionally to enhance the service delivery.
- Identify opportunities for upselling and expansion, working closely with the commercial and product teams.
- Regularly assess and report on customer satisfaction, renewal risks, and customer engagement.
- Maintain high customer satisfaction ratings and drive customer retention.
- Achieve assigned service performance targets
- Improve customer adoption and engagement with Optasia's products and services.
- Develop and execute strategic account plans focused on customer growth and satisfaction.
- Identify and facilitate cross-sell and upsell opportunities.
- Ensure timely invoice collections.
What you will bring
- 5+ years of experience in customer success, account management, or related roles within the Telecommunications sector, Financial Services or Fintech industry.
- Strong knowledge of telecom products, systems, and financial services.
- Proven track record of fostering customer relationships and driving retention and growth.
- Understanding of financial services and regulatory landscape.
- Ability to navigate complex business environments and influence stakeholders at all levels, from C-suite to operations teams.
- Bachelor's or Master's degree.
Your key attributes
- Exceptional interpersonal and relationship-building skills.
- Strong problem-solving abilities with a proactive and solutions-oriented approach.
- Excellent communication and presentation skills.
- Self-motivated and able to work independently while collaborating effectively across teams.
- Data-driven mindset with strong analytical skills to drive insights and actions.
- Ability to multitask, prioritize, and manage multiple customer engagements effectively.
- Passion for customer success and commitment to delivering outstanding customer experiences.
Why you should apply
What we offer:
💸 Competitive remuneration package
🏝 Extra day off on your birthday
💰 Performance-based bonus scheme
📲 💻 All the tech gear you need to work smart
Optasia’s Perks:
🎌 Be a part of a multicultural working environment
🎯 Meet a very unique and promising business and industry
🌌 🌠 Gain insights for tomorrow market’s foreground
Optasia’s Values 🌟
#1 Drive to Thrive: Fully dedicated to evolving. We welcome all challenges and learning opportunities.
#2 Customer-First Mindset: We go above and beyond to meet our partners’ and clients’ expectations.
#3 Bridge the Gap: Knowledge is shared, information is exchanged and every opinion counts.
#4 Go-Getter Spirit: We are results oriented. We identify any shortcomings that hold us back and step up to do what’s needed.
#5 Together we will do it: We are committed to supporting one another and to understanding and respecting different perspectives, as we aim to reach our common goals.
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What We Do
We deliver Optasia, the AI Platform enabling financial access for the next billion customers. We are changing the world our way. Α versatile, data-driven B2B2X (business-to-business-to-customers and SMEs) financial technology platform for MNOs, mobile wallet operators and financial institutions, which provides them with accurate credit scoring for responsible financing decision-making. We support intelligent credit decisions, enable a broad range of financial services development and drive successful business models. All with ease, through our AI-led fully-automated decisioning algorithm, which allows us to efficiently make millions of decisions on financing, based on sophisticated data analysis. Thanks to our technology and network we provide powerful flywheel effects with repeatable and scalable growth levers, to help our partners grow and enable financial access to retail & SME customers across numerous markets. Operating since 2012 as Channel VAS and expanded in more than 35 countries in Africa, Middle East, Asia and LATAM with focus in emerging markets, Optasia Enabling credit decisions for an average of 116 million customers a month and had more than 980 million addressable subscribers in 2023, continuing to expand to new markets globally. Optasia has been chosen as an investment opportunity by top firms such as Abu Dhabi's Waha Capital in 2017, and Ethos, a leading South African investment company in late 2018. The company also obtained ISO 27001 Certification in late 2021. Founded as Channel VAS in 2012, we became Optasia in 2022, incorporating a brand identity that more broadly reflects our capabilities.
