CPI Card Group

Account Manager

• Manage and improve the client experience
• Build meaningful relationships and ensure client needs are satisfied
• Deliver timely and effective communication
• Respond to and resolve unforeseen issues
• Collaborate with internal departments
• Perform thorough needs analysis for assigned projects
• Ensure accurate and timely delivery of client communications
• Identify trends and develop customer specific solutions
• Maintain daily/weekly/monthly KPIs for clients

Client Success Specialist, Account Manager

Support Engineer

• Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services.
• Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue.
• Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educate clients on our products and services.
• Act as an empowered liaison between the company’s external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients.
• Communicate effectively to clients, department head via written and verbal reports.
• Monitor ongoing customer issues and open tickets to ensure resolution.
• Assist in deployment to customers.
• Provide technical training and support to customers.
• Develop technical support and training tools that increase system usability and both technical and end-user documentation.
• Identify the needs of customers, resolve issues, and provide solutions.
• Assist in user profile setup inventory look up and card stock balance issues.
• Maintain expertise on company policies and the website for FAQs or policy related answers.
• Maintain thorough ticket logs of conversations with the customer.
• Write and submit escalations when issue is not resolved in a timely manner.
• Following established procedures, and reporting newly discovered issues.
• Enhances organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments.

Tier 1 Technical Support Specialist

Accountant

• Overseeing the entry and review of transactions related to manufacturing processes.
• Managing material batching, production batching, and job closures.
• Collaborating with other departments on transactions.
• Handling month-end responsibilities, including processing journal entries for rebates, commissions, inventory, WIP, and revenue.
• Reconciling balance sheet accounts each month and resolving discrepancies.
• Upholding compliance with company policies and the Sarbanes-Oxley requirements.

Client Success Specialist, Account Manager

Tier 1 Technical Support Specialist

Senior Accountant