Customer Success Associate (fluent English, Remote)

About us

• Alaan — corporate cards & spend platform for businesses in the Middle East

About the role

• Alaan is in the process of making spend management and corporate expenses as easy as possible in the $3 Trillion+ Middle Eastern B2B payments market by bringing its product offering to high-growth companies and small businesses alike. These are often companies that are often overlooked by large banks and hence Alaan is here to serve them and make their lives simpler and aid their growth with our corporate cards and free-to-use expense management platform
• Alaan is a highly Customer-obsessed organization, putting our users’ needs above all else. Hence we are looking for a Customer Success Associate with the same values to help us take our mission of Customer obsession into the hands of our users

Responsibilities

• Build relationships with Customers, be the first point of contact for Customer interaction
• Understand the needs of Customers and propose solutions to meet those unique business needs.
• Thoroughly understand product and expense processes on the Customer side and make improvement suggestions
• Balance autonomy in solving problems with awareness of escalation necessities
• Work cross-functionally to improve the product/experience for the Customer
• Be the product expert to the Customer and the Customer expert to the product
• Proactively and diligently follow up on issues raised by Customers
• Help Alaan continuously improve the way it serves its Customers

Requirements

• Greater than 1-year experience in similar roles
• Helping others succeed and improve gives you energy
• You can understand a problem, break it down, and identify logical next steps
• You love working against a goal - and you will independently identify what is needed to reach the goal
• You are trustworthy and others perceive you as trustworthy
• Strong listening skills, empathy, and problem-solving abilities
• Background in Fintech or B2B SaaS would be an added advantage
• Strong communication skills, both written and oral, and a high degree of confidence in speaking with Customers
• Demonstrated ability to work solo as well as being a productive team member
• Have a strong work ethic and are eager to learn and make new connections with prospects
• Strong fluency in English, both written and oral
• Yor ideal day in Alaan:
• Staying in constant touch on a Customer-facing front and serving as a bridge between the user and the Customer team to help hash out any issues if they occur
• Constantly helping users make the most of their Alaan experience by suggesting features that are best suited for each individual Customer, according to their needs
• Collecting feedback from users to help collaborate with the Product team for development/improvements to the product

We offer

• Fully remote culture with a seriously high degree of flexibility
• Salary: $8K - $10K
• High ownership, high responsibility - align on the problems you want to solve and run with it!
• Alaan is a tested model but in a new market, hence it is a chance to be a part of a rocket ship that is just waiting to take off
• Competitive compensation and health benefits
• Equity compensation for all employees to bring a high degree of ownership into your work, so as the company grows, you grow with it
• Frequent company off-sites to keep the remotely distributed team closely knit together
• A Macbook to make your life easier