About Tyfone:

Tyfone’s mission is to build the best digital transformation platform in banking while innovating to bring delightful experiences. We deliver fintech-level innovation and believe digital banking must advance at the pace of digital, not at the pace of banking.

Tyfone offers a vibrant, fast-paced, and dynamic work environment with a capable, committed, and fun team. You will grow to gain new skills and work experiences that can help you attain your career goals. We offer competitive pay and benefits.

Tyfone is an equal opportunity employer.

About the role:

A Customer Success Manager nurtures client relationships and ensures excellent customer and customer-end user experiences. They introduce new solutions, relay client feedback within the company, and collaborate with various teams to create a flawless customer journey. They aim to enhance key customer success parameters such as satisfaction, retention, and expansion. They guide customers through discovery and onboarding, manage challenging client relationships, and provide continuous support and training. They also contribute to the growth of the customer community and stay abreast of industry trends and updates.

Responsibilities include (but are not limited to) the following:

• Build and maintain and manage customer accounts and relationships.
• Surface, guide, and present or demonstrate new solutions for clients to provide a world-class banking experience for their members and customers.
• Act as a customer advocate within the company, communicating customer feedback and needs to relevant internal teams.
• Work closely with sales, support, and other groups to ensure a seamless customer experience.
• Improve customer success metrics, such as NPS, customer satisfaction, retention, and product usage.
• Partner with customers during onboarding, ensuring they understand the product and its features, seeing the value materialize, and progressing with Tyfone’s delivery teams.
• Manage complex customer relationships to help reduce escalations and improve sentiment, drive solutions, and improve customer experience.
• Provide ongoing support and training to customers, addressing their questions and concerns and making them aware of available resources.
• Participation in the formation and scaling of the Tyfone customer community
• Stay up-to-date with industry trends, product updates, and best practices to better serve customers and contribute to the company’s success.

Skills and Qualifications:

• Advanced degree in business, finance, technology or a related field.
• 10+ years of experience in client success, account management, or a related field.
• Experience working with credit unions or community banks is strongly preferred.
• Excellent communication skills, with the ability to build strong relationships with clients and colleagues at all levels.
• Strong problem-solving skills, with the ability to think creatively and strategically.
• Demonstrated ability to manage multiple projects and priorities simultaneously.
• Passion for technology and innovation, with a deep understanding of digital banking and digital transformation.
• Strong leadership and team-building skills, with the ability to collaborate effectively with other teams and stakeholders.
• Proven ability to meet or exceed targets and objectives.
• Ability to travel as needed.