The primary goal of this Customer Success Manager position is to focus on developing and maintaining a healthy customer relationship. This includes the following skills - a mix between Technical Account Management and Customer Success Management:
- Evaluates and analyzes customer needs
- Builds trust and transparency with customers
- Acts as a single point of contact and Customer Advocate
- Assist clients with a product's technical aspects - including overseeing any custom development required to satisfy the customer's requirements
- Responds in a timely way to customer inquiries
- Maintains a regular cadence of communication with customers and reports customer feedback to appropriate stakeholders Responsible for assigned customers and oversees their project life cycle from contract agreement to full production launch/project scope completion.
- Prepare and deliver technical presentations explaining products or services to existing and prospective customers
- Collaborate with sales teams to understand customer requirements and provide sales support. Be the go to person for the customer for any and all questions regarding Apriva products and services.
- Talk with customers and engineers to assess product needs and to determine customer-specific or product-specific requirements. Come up with solutions to resolve customer and prospective customer issues in a logical, creative and structured manner. Be able to communicate these requirements in a clear, easy-to-understand manner.
- Help with RFP responses. Support the sales team with report requests as needed.
- Maintain a high level of understanding of the Apriva products and services.
- Be the voice of the market to Apriva product development and product owners to help plan new features and products. Maintain a high level of understanding of industry trends, compliance and the latest technology trends.
- Help clients solve problems with installed products
Qualifications
- Payments experience in customer success, account servicing or customer service
- Strong executive communication and a history of over-achievement
- Proven success managing customers, prioritizing tasks, and driving portfolio growth
- Skilled in building merchant relationships, optimizing Apriva product use
- Experience handling servicing roadblocks and leading projects