Our vision is to transform the global commodities trading industry through digital innovation. VAKT is building a Blockchain-powered platform designed to revolutionise post-trade management in commodities.
As a Customer Success Manager, you will empower our platform users to achieve their goals by fostering engagement, driving adoption, and delivering strategic support.
Your work will directly contribute to improving user satisfaction, retention, and overall business success.
· Design and execute structured onboarding plans aligned with user needs and business objectives.
· Educate users on platform features, ensuring they are equipped to maximise adoption and operational efficiency.
· Serve as the primary point of contact for users, managing feature requests, feedback, and issue resolution.
· Collaborate with VAKT’s IT and product teams to ensure timely resolution of bugs and prioritisation of user-requested enhancements.
· Conduct regular reviews of user satisfaction, providing actionable insights to enhance the user experience and platform value.
· Analyse user behaviour using qualitative and quantitative methods to identify trends and inform platform enhancements.
· Partner with the product team to test and refine user interface updates and feature developments.
· Monitor and report on key success metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and user retention rates.
· At least 5 years of experience in customer-facing roles such as Customer Success, Customer Support, or Account Management.
· Strong understanding of physical commodity market practices, with knowledge of trading and operations systems preferred.
· Proven ability to manage competing priorities in a fast-paced environment.
· Strong analytical skills with the ability to leverage tools like Excel to interpret data and drive informed decisions.
· Exceptional communication skills, with the ability to simplify complex concepts for diverse audiences.
· Self-motivated, detail-oriented, and capable of independently managing tasks and delivering results.
· A forward-thinking mindset, with a passion for innovation in user engagement and support practices.
· Experience in enterprise SaaS or supporting enterprise software sales.
