The Client Success Specialist plays a critical role in ensuring exceptional client experience, driving revenue growth, and fostering client retention and growth. This position involves fielding and responding to client inquiries via email and phone, with a goal of promoting client education and satisfaction. The Specialist builds and maintains strong relationships with both business owners and sales representatives, actively pursuing upselling and cross-selling opportunities to drive revenue. Through effective teamwork and collaboration with department peers, the Specialist provides timely, efficient, and high-quality customer service, maintaining strong professional relationships with all clients.
Responsibilities:
- Client Inquiry Management: Monitor and route incoming emails and phone requests, creating department tickets and acting as a liaison between departments to ensure timely completion of requests.
- Account Management: Assist clients with account-related changes and answer general inquiries regarding supported equipment, additional services, and account maintenance via phone, email, and Teams.
- Ticket Management: Review, research, and update tickets as needed, addressing account changes, updates, refunds, cancellations, escalations, research, and reporting, all within Service Level Agreement (SLA) goals.
- Continuous Learning: Maintain up-to-date knowledge of company policies, procedures, and Simpay supported products and services.
- CRM System Proficiency: Utilize standard Simpay CRM systems, including Gravity, HubSpot, SalesView, Agreement Express, Access One, and the PCI Portal.
- EOS Participation: Actively participate in and manage Entrepreneurial Operating System (EOS) responsibilities, including meetings, Rocks, To-Dos, Scorecards, Cascading Messages, 1:1s, and Quarterly Conversations.
- Proactive Client Outreach: Make outreach calls to Simpay clients as needed.
- Additional Duties: Perform additional tasks as assigned.
- 1+ years in inbound/ outbound call center customer service experience within the credit card industry strongly preferred.
- Excellent verbal and written communication skills, including tailoring communication context and style to each audience and communicating cross departmentally with peers and senior leadership.
- Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge, preferred.
- Proficient with Microsoft Office Suite O365 (Outlook, Excel, Word, etc.).
- Excellent analysis skills and ability to embrace innovative technologies, preferred.
- Proven ability to deliver results, achieve commitments, prioritize, and exceed expectations.
- Ability to drive focused decisions within specific areas of content, key contributor to decisions beyond specific scope of content.
- Keen diligence to details with a high degree of accuracy on work output.
- Familiarity with working under minimal supervision, to include ability to plan own tasks/goals and learn from mistakes.
- Enthusiastic about exceptional client support service, internal and external, through an elevated level of integrity, energy, initiative-taking, and goal oriented behavior.
- Ability to work in office environment.
