• Client Success

Senior Client Success Manager

The Senior Client Success Manager (SCSM) is responsible for managing new and existing high value or complex client relationships. The SCSM performs account management of our client requests and inquiries while maintaining client satisfaction and retention. The SCSM exercises high level discretion and independent judgement to respond to complex client issues.

Duties and Responsibilities:
Responsibilities include, but are not limited to:

  • Develop and maintain relationships with each client
  • Exercise discretion and independent judgment when handling complex client issues
  • Educate clients on how to adopt and engage with the platform
  • Respond to all ad hoc client requests/inquiries via Intercom, email, phone, instant messaging
  • Analyze client accounts to spot trends and communicate findings to clients
  • Understand and anticipate client needs and figure out ways to meet those needs
  • Create ad hoc reports as requested by clients and provide them in a timely manner
  • Record client feature requests or enhancements to Product Owner and Zendesk
  • Submit and follow through on bug or enhancement ticketsTroubleshoot technical issues with clients
  • Educate other members of the Client Success team
  • Mentor/lead other members of the Client Success team

Qualifications:

  • Must have proficient computer experience and knowledge in Word, Excel, Google suite (Gmail, Google docs)
  • 2 years previous account management work experience required
  • 2 years experience in the payments industry
  • SaaS or technical background preferred

Skills and Attitudes:

  • Must have excellent communication skills, be able to build/maintain client relationships
  • Must have excellent customer service
  • Time management skills, must be able to prioritize tasks and create organized processes
  • Must be able to handle high-pressure situations
  • Must be able to prioritize tasks and create organized processes
  • Must be detailed oriented
  • Must be able to communicate with C-level, developers, CB representatives (internally and externally)
  • Must be positive and outgoing to fit in with corporate culture

Education:

  • Bachelor’s Degree or equivalent

Physical Requirements:

  • Must be able to sit for up to 8 hours at a time
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening, speaking
  • Requires visual acuity
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