Customer Success Manager

5 days ago

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Solutions by Text

WebsiteLinkedInAll Job Openings

Two-Way Texting • API Integration • Pay By Text • Compliance • Texting Resources

51 - 200 employees

Founded 2008

💸 Finance

💳 Fintech

📋 Compliance

💰 Private Equity Round on 2021-11

Description

• Engage with large customers to build deep understanding of their business and promote mutual success plans. • Foster long-term relationships and consult on strategies that increase customer retention, renewals, and expansion. • Responsible for the customer’s overall experience and success, including planning, customer health, adoption, and impact. • Act as the central point of contact for Lending and Banking customers daily. • Develop and manage account plans in partnership with your Account Executive. • Drive adoption of SBT solutions to drive revenue growth. • Monitor customer health. Identify customer risks and develop mitigation plans to prevent churn and revenue compression. • Develop customer advocates within your territory to support case study development. • Leverage data and insights to support customer goals and show value. • Champion innovation by sharing best practices and thought leadership to help customers maximize the value of SBT solutions. • Obsess about customer satisfaction, delivering an exceptional customer experience. • Maintain accurate records of all customer interactions and actions. • Identify non-conforming processes or promote best practices in compliance with customers. • Stay current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements. • Adhere to the Company's Code of Conduct/Ethics. • Ensure the security of information.

Requirements

• 3+ years of applicable experience in a Customer Success/Relationship Manager position • Passion for driving customer success and measurable business outcomes. • Demonstrated ability to articulate SBT’s business value. • Be inherently curious; ability to listen and collaboratively problem-solve in real time. • Strong communication skills. Comfortable setting expectations and goal setting as well as navigating conflict. • Driven and competitive with a strong desire to overachieve. • Projects a professional and appropriate image in all dealings with colleagues, clients, vendors, business partners and visitors. • Passion for increasing customer happiness and deepening customer relationships. • Ability to multi-task, prioritize, and manage time effectively • Excel skills • BA/BS preferred or similar experience • Previous experience with SMS/Text Servicing • Previous experience with Payment Services