Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
Develops organizational communication frameworks that enhance transparency and alignment with merchants.
Establishes metrics and KPIs to measure client satisfaction and service effectiveness.
Drives strategic initiatives that embed continuous improvement within the organization.
Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership.

Requirements

5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
Experience in Looker, Tableau, or other data visualization tool, or willingness to learn
Prior payments industry experience preferred
Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
Experience successfully navigating matrixed, cross-functional team environments

Benefits

medical
dental
vision
life and disability insurance
parental and family leave
401(k) savings plan
paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data visualizationKPI developmentprocess refinementissue managementtraining program developmentclient needs assessmentstrategic initiative developmentcustomer advocacy

Soft Skills

communicationpresentationinfluenceproblem resolutionclient relationship managementorganizational alignmentcontinuous improvementthought leadership