Head of Customer Success

About Oradian

Oradian is the global team of microfinance and technology experts behind Instafin, the world’s first core banking system designed especially for the microfinance industry. We are bringing global best practice to the industry using a simple subscription model that allows our customers to invest in their growth.

We are the solution to the challenges facing microfinance institutions around the globe. Our solution is designed specifically for financial inclusion by experienced practitioners. By virtue of being a Software-as-a-Service (SaaS) provider, we are aligning our incentives with those of our customers, creating a win-win scenario. We put the "Service" in Software-as-a-Service.

Position

We are looking for a Head of Customer Success who will be responsible for the global strategy, execution and development of the post-sales customer journey for our enterprise and mid-market customers. This newly created role will lead account management, support, training and best-practice teams and is partnering cross-functional with our customer acquisition, communications and product teams.

Successful candidates will need to have a deep understanding on how SaaS solutions are delivered at scale to enterprise customers under harsh conditions in remote areas of developing countries. You will be responsible to ensure happiness of our customers while deepening their usage of our products, support them in exploring new business opportunities through our or 3rd party services and built solid, long-lasting partnership through thought leadership within the financial inclusion industry.

Oradian provides cloud-based tools for financial inclusion to financial institutions in Africa and Asia. We are poised to scale operations in the eight countries we currently work in while entering new markets.

Responsibilities

Define and optimize customer journey

• Define the strategy of the post-sales customer journey
• Build teams and introduce processes to support inbound customer needs
• Establish an active account management process that ensures customer growth through efficiency gains and the introduction of new products and services
• Establish a world class training team that tackles old problems with new solutions and enables our teams and customers to use our products and services at their best
• Ensure high customer promotion, growth and retention rates
• Ensure efficiency gains through the introduction of scalable processes, tools and technologies to support geographically and culturally diverse customer success teams, customers and their employees

Cross-functional partnership

• Ensure a smooth communication with our customer acquisition teams to guarantee a feedback loop between new and existing customers
• Work closely with our product team on new features, products and their prioritization
• Partner with our communications teams on customer success stories and consistency in customer experience across the whole customer journey

Team leadership

• You will be responsible to build teams across all areas of customer success
• Own key metrics for your team and communicate metrics to drive performance
• Recruit, mentor, groom and inspire customer success teams
• Hire, manage and groom leaders within the teams to cope with fast growth and geographical expansion

Your qualification

• Minimum of 10 years of experience in customer success; of which at least 5 in a leadership role in a fast-paced SaaS company
• Proven experience in scaling processes and operational teams exponentially
• Exposure to life, work and culture in different emerging markets
• Understanding of the fintech and financial inclusion space in Africa and Asia is a plus

Competencies

• Strategic thinking and strong leadership presence
• Analytics based understanding of processes that need to cope with constant growth
• Cool headed in high pressure situations
• Excellent communication skills- both verbal and written
• Customer focus and ability to use positive language
• Outstanding negotiation skills
• Fluent in English; additional languages are a plus
• Willing to go the extra mile for customers to experience a BS free interaction with Oradian

Additional details

Oradian’s toolset - and why it’s disruptive

We provide access to our toolset on a subscription basis, based on the number of clients the financial institution serves. Oradian’s subscription model makes it possible for financial institutions of all sizes to access leading technology.

With Oradian’s toolset financial institutions are enabled to drive financial inclusion through:

• Efficiency with automatic, simplified administration
• Informed decision-making with real-time data and reporting
• Growth to reach more clients without incremental costs

By delivering three main business benefits, Oradian delivers the opportunity for financial institutions to know and control their portfolios.

Oradian’s global community

Our global community of financial institutions is made up of over 70 visionary customers – rural banks, MFBs, MFIs, Saccos and Cooperative Societies – from ten countries: Brunei, Ghana, Guinea, Kenya, Liberia, Malawi, Myanmar, Nigeria, the Philippines and Zimbabwe.

Together, our customers provide access to digital financial services for over 2.5 million clients in remote, hard-to-reach parts of the world. We are poised to scale operations and increase sales throughout West Africa, East Africa and Southeast Asia.

Oradian is headquartered in Zagreb, Croatia with offices in Lagos, Nigeria, Accra, Ghana and Manila, Philippines. We are a fast-growing team of talented and committed experts in technology and microfinance. We work in an open, collaborative culture. We have over 130 team members from more than 30 countries.