Senior Operations Analyst (Customer Success)

At Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We’re on a mission to change that, to make banking work better for everyone. 

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before. 

If this mission drives you, if you are bold, curious, customer-obsessed and ready to embrace a challenge, then we want you on our team. 

At Mambu our people are the foundation! We prioritise continuous learning and development to empower Mambuvians for success and growth. We provide a learning budget by function for professional development and offer a comprehensive L&D program that enhances both technical expertise and soft skills.

Let’s rewrite the rules of banking together!

• Be accountable for the Customer Success operational side (including systems and reporting) enabling CSM’s to excel in their work and enhance customer journeys, develop performance metrics and best practices to ensure a consistent and data-driven approach to maintaining happy customers
• Be responsible for accurate data on our CRM-platform in close collaboration with the CSM community, to develop customer health scoring, renewal processes, and feedback loops to proactively address risks and maximise customer lifetime value
• Standardise and automate workflows across Customer Success and Delivery to enhance governance & reporting, as well as leveraging CRM and CSM tools effectively to improve efficiency and scalability.
• Work closely together with the Revenue- and Finance-operations team to ensure one source of truth in supporting quarterly and annual planning, executive dashboards development, and assist in forecasting to align Customer Success and Delivery goals with business objectives.

• A minimum of 5 years working experience in a Customer Success operations team supporting a Global organisation
• Strong data orientation, capable of analysing and present outcomes to stakeholders 
• Good attention to detail and process oriented
• Recent worked in a business based on Software-as-a-Service (SaaS) products 
• Hands-on experience with CRM-tools (SalesForce would be ideal) and creating reports and insights

A bonus would be if you would bring:

• Certified Salesforce Administrator/ Sales Cloud Consultant
• Bachelor degree in business, computer science, MIS, engineering or equivalent experience.
• Strong verbal and written communication in English as well as the ability to explain technical subjects in non-technical terms.
• Experience with Sales Cloud, Dashboards, Analytics, Lightning platform  and knowledge of generic Einstein AI features is a plus.

Your future

We aim to be the leading cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.

Let's connect!

Follow Mambu on LinkedIn for the latest Fintech trends and success stories. Connect with us on Facebook, Instagram, and YouTube to experience our vibrant culture. Explore our mission, values, and the world we're building at mambu.com/careers. 

Follow the work of our Product and Engineering teams as they continuously make our products and platform bigger, better, faster and stronger. Check out our Medium Product & Tech Log.

As part of the recruitment (or HR onboarding) process, you will be required to obtain authorised criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

Don’t meet every single requirement? Studies have shown that many job seekers (including women, people of colour and people from diverse backgrounds) are reluctant to apply to jobs unless they meet every single qualification. 

Here at Mambu we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Mambu is committed to working with and providing equal opportunities to people with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable adaptation of the process to accommodate your needs, please contact us at talent.acquisition@mambu.com and let us know how we may assist you.