Location: Braintree,MA, USA
What You'll Do:
We are seeking a Customer Success Associate (CSA) to build strong relationships with a select group clients. You will be the advocate for your clients. Your success is your client's success. As their CSA you will be responsible for managing the day-to-day and ensuring your clients are retained and realize the highest value from our platform. Your goal is to create relationships that result in your ability to implement programs that drive retention, increase payment adoption, grow revenue, and expand the client's awareness and utilization of InvoiceCloud's full suite of services.
CSA expectation:
As an InvoiceCloud Customer Success Associate you will be focused on three key areas, retention, growth and advocacy. Driving deep engagement to build lasting relationships with your clients is the key to achieving success across these three focus areas. A qualified CSA will:
* Build trusted relationships with your clients and delight them at every turn
* Understand the key client health indicators and take necessary steps to minimize any potential churn
* Fully understand their clients (and contacts) and identify what is needed to retain and grow them
* Develop a deep understanding of the InvoiceCloud solutions to have discussions with clients regarding current products and services
* Understand the market well enough so they can share best practices with their clients
* Work with clients to implement programs that drive higher payment adoption
* Be well versed on all InvoiceCloud products to up-sell services and generate customer success qualified leads that result in new revenue
* Have a high-level understanding of how the technology for assigned billers works. This allows the CSA to understand issues, describe them and formulate a potential resolution with the supporting InvoiceCloud departments
* Develop trusted relationships with their portfolio that leads to customer references
First 30 days
* Complete New Hire Training and CSA training
* Gain an understanding of the IC solution.
* Gain an understanding of the IC internal systems such as Salesforce, Jira, CRM, etc
* Gain an understanding of the processes for the implementation team, client services team, IT, sales, boarding and training groups.
* Review with management the list of clients that will be assigned to you.
* Review sales calls that highlight all phases of the customer journey to understand client needs, InvoiceCloud positioning and value proposition.
First 60 days
* Spend time with the internal IC teams to learn more about our product and process.
* Review past client interactions to understand what is happening with your assigned book of business and understand how to manage your clients moving forward.
* Review (or create) a plan for how to effectively manage your assigned clients leveraging 1: many and 1:1 touch points.
* Introduce yourself to the list of assigned clients.
* Shadow existing CSMs on their calls with clients.
* Support the team on various campaigns that are running while you get settled and ramp on your own portfolio.
First 90 days
* To create a success plan for assigned clients. The plan will include: Introduction as the CSA, presentation of current list of outstanding issues and proposal for resolution; plan for adoption and new product growth.
* Establish a recurring touch-base meeting - (frequency based on needs) to build the relationship, drive growth and review issues/resolution progress.
* Identify the top clients that represent the largest opportunity for adoption and revenue growth and work towards implementing adoption programs with them.
* Create a cadence for proactive outreach with your clients to add value and drive engagement.
First 180 Days
* Every assigned client has a regular monthly check-in email or call cadence
* All the key contacts of your clients have been identified and know who you are.
* You are working your client expansion opportunities and value delivery
Ongoing
* Maintain all documentation regarding client (in Salesforce) so that their health status is up to date and available so anyone can consult the information at any time.
* Keep relevant IC teams informed of any issues/changes that may impact the relationship with a client.
* The CSA must use excellent interpersonal skills to quarterback growth initiatives and issue resolution plans with internal IT resources, Implementations Managers, sales team members and other departments to help their clients.
* Public Relations and a good reputation are critical for the company's long-term success. It is imperative for the CSA to maintain a sense of urgency and manage customer communications so that a client is never left wondering.
* The CSA must be ready at any time to work with a client that is identified at risk and attempt to save the client. Revenue retention is critical.
* Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution.
* Sharing best practices so that you are consistently adding value to the clients is paramount
Travel
* Periodic travel to key accounts for meetings or attending conferences as required.
How you'll be measured
* Retention rate - By client count and revenue
* Revenue growth: IC will use the current year's growth plan to compare forecast versus actual and measure CSA impact.
* Adoption growth: CSAs will use IC reports to determine changes in adoption for items like Autopay, paperless, etc.,
* Add-on Services: To promote new products and generate customer success qualified leads that are passed to sales.
* References: Increasing the number of clients that agree to serve as a reference or participate in a case study.
* NPS Scores and Customer Success Team satisfaction scores
What we seek
* Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom
* Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.
* Customer driven, results oriented, efficient, and willing to go the extra mile.
* Outstanding verbal, written, presentation and interpersonal skills are required
* Self-starter with a demonstrated ability to achieve results
* Excellent time management, organizational and planning skills
* Experience using standard MS Office tools and Salesforce