Customer Success Coordinator (Internal Facing) - Boku

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Job Title

Customer Success Coordinator (Internal Facing)

Job Location

London

Job Listing URL

https://boards.greenhouse.io/boku/jobs/5480660004?gh_jid=5480660004

Job Description

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Location: UK (Hybrid)

Role Purpose

We are looking for a highly motivated and detail-oriented Customer Success Coordinator to join our growing Customer Success team and play a pivotal role in supporting and operationalize the internal strategy of the function. Our Customer Success team is responsible for ensuring the best in-life experience for our merchants and issuers partners. In this role, you will look into defining and optimizing processes which will help to drive customer retention and satisfaction. The role will focus on improving the efficiency and effectiveness of the Customer Success function. This role will be can be defined as "internal facing" meaning that you will be servicing Boku's internal Stakeholders.

Key Responsibilities:

Strategic Support and Processes: Assist in the development, implementation, and monitoring of internal strategies designed to improve customer satisfaction, retention, and overall success.

Internal Collaboration: Work with Customer Success Program Management, Commercial, Product, and Post-launch teams to align strategies, share feedback, and ensure a holistic approach to customer success.

Customer Health Monitoring: Support the tracking of customer health metrics and proactively identify areas for improvements for Boku.

Documentation & Knowledge Management: Maintain and update internal resources, best practices, and knowledge repositories to help standardize customer success efforts.
Training & Enablement: Assist in training Boku’s cross-functional teams, ensuring they have the tools, knowledge, and processes needed to be successful.

Key Skills and Competencies:

Customer Success: Knowledge of Customer Success tools, CRM systems, and customer engagement platforms.
Analytical skills: Strong analytical skills with the ability to interpret data and provide actionable insights.
Process management: Strong organizational and project management skills, with the ability to prioritize multiple tasks and deadlines.
Problem solving: Strong problem-solving skills and the ability to think strategically.
Communication Skills:Excellent communication and interpersonal skills, with the ability to work effectively across teams.
Personal skills: A proactive, self-starter mindset with a passion for delivering results and driving improvements.
Languages: Proficient in written and spoken English in a business setting

Qualifications

Experience:Minimum 3 years in Customer Success, Account Management, or a related customer-facing role.
Degree:
Customer Success: Experience with customer success frameworks or methodologies (e.g., Net Promoter Score (NPS), Customer Health Score, etc.) and understanding of customer lifecycle management.
Data visualization tools: familiarity with data visualization tools (eg. Tableau, Excel, PowerPoint, etc...)

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