Transcard

Customer Success Manager

• Operate as the lead point of contact for all matters specific to allocated client accounts, connecting with key business executives and decision makers.
• Build and maintain strong, long-lasting customer relationships and develop new business from existing clients.
• Collaborate with our sales team to help achieve company goals while keeping clients satisfied and engaged long-term.
• Assist in overseeing the Client Experience Team with a strong focus on SLAs and customer satisfaction.
• Drive department scaling initiatives by developing and documenting processes for key milestones and scenarios throughout the implementation lifecycle.
• Provide ongoing enablement, coaching, and development, sharing and shaping customer support best practices and strategies.
• Serve as an escalation point for customer issues and feedback, coordinating resources to drive timely resolution and response.
• Build and maintain reporting and processes to manage operational team capacity and utilization, using data to inform resource needs.
• Support the roll-out of new processes and programs as implementation experience and products mature (product feedback tracking, customer education program).
• Collaborate with leadership to adjust support offerings as needed, ensuring alignment with broader goals and strategies.
• Assist hiring and onboarding of new team members as needed.

Senior Client Experience Manager