Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States where we’ve grown in year-over-year sales by 264% as more enterprise organisations accelerate their digital transformation plans with Onfido.
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
The OpportunityWe’re looking for a dynamic Associate Customer Success Manager to grow, nurture and retain our smaller global accounts, enabling customer value realisation at scale. You will virtually engage with customers across multiple industry segments, delivering success programs and offering expert guidance to Onfido customers. You will partner with other Onfido teams, product leaders, Success Managers and Sales to understand the accounts and how best to help your customers. This team plays a crucial role in providing the right recommendation at the right time. In doing so, you’ll help maximise partnership and revenue opportunities for Onfido.
The CSM will be ultimately accountable for customers’ usage of the product and realisation of value from their investment. The ideal candidate is organised and passionate about Customer Success. You’ll really enjoy presenting and engaging an audience virtually. You are naturally curious about technology and with a flair to understand customers’ pain points and business challenges. Using your expert knowledge and communication skills, you deliver value-based outcomes for our customers. As an Associate Customer Success Manager at Onfido you will:- Deliver virtual expert coaching engagements to educate and empower our customers to achieve business value through Onfido
- Share your expertise and best practices; Create Knowledge base articles
- Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes
- Offer tailored advice and insights to the customer in order to help them maximise current ROI and make them aware of the added value of other Onfido products, services and features
- Share customer stories and use cases they can relate to, to showcase the value and impact of Success engagements
- Monitor customer performance metrics, uncover customer issues, identify risks of adoption/consumption, and provide a tailored plan of action
- Together with our Onboarding team, ensure a smooth client onboarding, change management and integration phase
- Partner closely with cross-functional team members (account executive, renewals, and product teams) to translate business needs and product requirements into new solutions for customers
- Engage in open dialogue with customers regarding ways to improve and expand consumption, and to solicit feedback in order to improve our product and service offerings
- Proactively identify risk areas, scope and customer expectations that could impact customer success
- Develop deep product and subject matter expertise, with the ability to apply and position technical knowledge related to the Onfido platform and competitor offerings
- Commit to continuous learning through certifications and online learning
We’re looking for an Associate Customer Success Manager who has a combination of: