Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
Facilitates workshops or training sessions to deepen client relationships.
Creates and implements communication strategies that promote clarity and engagement.
Provides coaching to peers on effective communication techniques.
Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
Shares knowledge with team members.
Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Requirements

3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
Experience delivering client-focused solutions that meet customer needs
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
Experience in Looker, Tableau, 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
Ability to work at pace and tenaciously pursue resolution of complex issues
Bias towards action and desire for continues learning and development.

Benefits

generous paid time off
healthcare coverage for you and your family
resources to create financial security
support your mental health

Applicant Tracking System Keywords

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

Hard Skills & Tools

client-focused solutionsdata analysiscommunication strategiescoachingproblem-solvingstrategic planningmetrics measurementworkshop facilitationrelationship managementmarket trend analysis

Soft Skills

effective communicationinfluencing stakeholderscollaborationadaptabilitytenacityproactive approachcustomer satisfaction focuspresentation skillsteamworkcontinuous learning