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Customer Experience Specialist FinTech / B2B SaaS - Alaan Careers
Software Engineer
Drive exceptional customer journeys in a fast‑moving FinTech and B2B SaaS environment, leveraging CRM tools, data insights, and cross‑functional collaboration to resolve issues and enhance satisfaction.
About the role
Key Responsibilities
- Act as the primary point of contact for enterprise clients, managing inquiries, escalations, and feedback across multiple channels.
- Utilize CRM and analytics platforms to track customer health, identify trends, and recommend proactive solutions.
- Collaborate with product, sales, and engineering teams to deliver tailored solutions and ensure seamless onboarding.
- Analyze usage data to uncover pain points, propose enhancements, and drive continuous improvement of the customer experience.
- Develop and maintain knowledge base articles, training materials, and best‑practice guides for internal teams and clients.
Requirements
- 3+ years of customer success or support experience in FinTech or B2B SaaS.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and data visualization tools.
- Strong analytical skills with the ability to translate metrics into actionable insights.
- Excellent written and verbal communication, capable of presenting to senior stakeholders.
- Self‑motivated, detail‑oriented, and comfortable working in a fast‑paced, cross‑functional environment.
Skills
crmdata analysiscommunication