Customer Success Manager

Arlington, VA, United States

Overview

We need an extraordinary team member who thrives as part of a fast-paced team and takes pride in their ability to succeed while delivering value to our customers. Be challenged by innovation and grow professionally by solving one of the most interesting challenges impacting businesses across the globe.

The Opportunity The Customer Success Manager is a high visibility role that plays a vital part in the growth of the company. This individual is the single point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey. To perform this role successfully, you need to be a hands-on solution focused individual that can manage Bank and Direct customer engagements, quickly learn the product, and articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly. To be successful in our Customer Success organization, all team members will have cross-functional responsibility across the organization to work with other teams and contribute to our company maturity and product. They are expected to be highly "hands-on" with the product.

Responsibilities

Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships to continuously link the platform to our customers' requirements.

Understand what success looks like to the client, how our platform fills that need, and measure our success against it.

Work with customers to understand use cases; Immerse yourself in your customer's industry and business trends to become a trusted business partner and adviser. Work with clients to define and document stakeholder's business requirements and develop solution strategies

Proactively develop project plans, maintain up to date status reports and manage the identification of risks and issues

Act as an advocate and voice of the customer with internal teams and channel partners to ensure the customers' needs are understood and addressed

Evangelize organization capabilities and potential within the customer's organization

Collaborate with other Engagement Directors and/or project leads to manage program profitability through aligning activities and resources to strategic account goals

Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations

Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients

Ensure a high degree of retention for a defined customer portfolio by providing ed services related account management; identify account risks and define mitigation plans as needed

Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our platform

Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company

Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices.

Collaborate, share and engage with the team, your voice matters

Qualifications Bachelor's Degree with 6+ years of Customer Success experience OR equivalent years of experience in a related field dealing with Banks and/or Bank Merchant payment services or, a Master's Degree with 5+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting,

Project Management or Engagement Management

Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers

Experience in managing strategic accounts

Strong interest in technology

Self-starter and ability to thrive in a fast-paced environment

Analytical and detail-oriented

Strong prioritization, organization, and project management skills

Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Directors, Product Mangers, Payment Specialists, VP/C-level executives as well as front line users

Strong presentation skills

Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions

Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues

Ability to initiate and lead conversations with both internal and external teams

Comfort in an environment that tests your adaptability and agility

Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion

Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).

Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the success of all prospect engagements.

Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed.

Ability to establish friendly, professional, and cooperative relations with internal and external contacts.

Organizational Skills (strategic thinking, goal setting, business metrics driven, time management, etc.).