Customer Success Specialist

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas. 

ABOUT THIS ROLE

This role, will be the primary point of contact for our clients, ensuring they achieve maximum value from our products and services. The focus will be on building strong relationships, understanding client needs, and helping them realize their goals. This role will work closely with cross-functional teams to enhance customer satisfaction and drive success.

This role reports to the Head of Corporate, North America

Our Principles

• AMBITION: We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery
• RESPONSIBILITY: We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
• COMMUNITY: We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

ROLES & RESPONSIBILITIES

• Lead the onboarding process for new clients, ensuring a smooth and successful transition.
• Provide training and support to clients on product features and best practices.
• Act as the main point of contact for customer inquiries, issues, and feedback.
• Resolve customer issues in a timely and effective manner, escalating complex issues as needed.
• Build and maintain strong, long-lasting client relationships.
• Regularly check in with clients to understand their needs and ensure satisfaction.
• Advocate for the customer's needs and feedback within the company.
• Collaborate with product and engineering teams to address customer concerns and suggest improvements.
• Monitor and analyze customer usage and engagement metrics.
• Identify opportunities for upselling and cross-selling based on customer needs and usage patterns.
• Develop and deliver training materials and sessions for clients.
• Create and maintain a knowledge base or help center resources.
• Track and report on customer success metrics and KPIs.
• Provide regular updates to management on customer health and feedback.

POSITION REQUIREMENTS

• Minimum of 2 years of relevant experience
• Proven experience in a customer success, account management, or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to addressing customer needs.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in CRM software and customer support tools.
• Familiarity with FinTech or Money Transfer industries is a plus.

 PERKS & BENEFITS

• Competitive Salary & Discretionary Bonus. Salary range $50,000-$60,000
• Paid Time off (Vacation, Sick & Public Holidays)
• Personal Days
• Discounted Euronet Employee Share Purchase Plan (ESPP)
• Retirement Plan (401k, IRA)
• Health Care Plan (Medical, Dental & Vision)
• Plumm Mental Health and Wellbeing Platform
• Volunteering day for a charity of your choice

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.