Overview

JOIN OUR TEAM! HERE ARE A FEW OF THE REASONS YOU WILL LOVE IT HERE 

Generous Time Off

100% Company paid coverage for

• Short- and Long-Term Disability Insurance
• Life Insurance
• Health Advocacy
• Employee Assistance Program

Health Care Coverage

• Coverage for medical, dental and vision starts the 1st of the month after 30 days
• CPI is not raising medical premiums for 2022
• Generous Company contribution to Health Savings Account for enrollees in HSA qualified medical plan

Annual Merit Review Process

401K with a competitive company match percentage

Tuition Reimbursement Program

Employee Referral Program

The Client Success Manager oversees and manages a team of Account Managers & Client Service Coordinators who help new and existing clients derive the most value from CPI’s products and services. This role is responsible for owning the customer journey post-implementation which will include maintaining positive client and partner relationships, ensuring product adoption and stability, reduce risk of client attrition, and work to create client growth opportunities. This role is responsible for providing team members with the appropriate training, tools, direction, and motivation to enable and propel their success while seeking opportunities to implement strategic operational improvements whenever possible.

Responsibilities

• Drive positive client experience by coordinating resources to address client questions, concerns or issues to ensure resolution
• Make effective independent decisions regarding day–to-day issues both internal and external
• Effectively partner with resources across departments as needed to support customers’ needs
• Maintain in-depth working knowledge of all systems and processes, including industry trends and compliance regulations
• Establish performance standards to meet service goals of the company while challenging team members to provide exceptional support to both external and internal customers
• Demonstrate commitment to continuous improvement by designing and reporting on individual and departmental performance metrics
• Identify and monitor risk in clients and develop a risk mitigation plan
• Represent the voice of the customer and act as a feedback agent to inform the company’s technology, marketing, sales, support and product strategy
• Develop and build relationships with clients by delivering outstanding training, communication, and problem-solving ability
• Champion employee development through ongoing coaching, communication and training
• Work with clients to document and understand the operational need associated with product enhancement requests. Collaborate with technology and product teams to help them understand the client needs and priorities to set timeline expectations
• Generate regular reporting to monitor KPIs for customer service and support
• Partner with Production, Implementations, IT and Sales to ensure client needs are met via streamlined inter-departmental processes

Qualifications

• Ability to manage multiple competing priorities simultaneously
• Acumen to facilitate productive meetings and drive outcomes
• Demonstrated partnerships with large clients and proven track record as a trusted advisor to clients
• Excellent verbal, telephone, and written communication skills
• Ability to work well in a team environment
• A professional, positive, and enthusiastic attitude
• A growth mindset and actively contribute to the culture, process and procedure of the team
• Strong relationship building and interpersonal skills
• Self-confident; self-directed; ability to communicate findings, make recommendations, and facilitate change
• A leader with excellent communication and interpersonal skills that is effective at working with and influencing individuals at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict. 
• Analytical ability to leverage data to drive decisions and recommendations
• Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction

Requirements:

• Bachelor’s degree or equivalent experience
• 5 years of customer service, account management and financial service industry experience
• Solid understanding of Sarbanes Oxley (SOX) audit requirements
• ICMA-ACE-P Certification is preferred

Company Overview:

CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. CPI has more than 20 years of experience in the payments market and is a trusted partner to financial institutions and payments services providers. Serving customers from locations throughout the United States, CPI has a large network of high security facilities, each of which is certified by one or more of the payment brands: Visa, Mastercard®, American Express and Discover®. Learn more at www.cpicardgroup.com.

Benefits

Competitive pay rates and an inclusive, empowering and rewarding culture. Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.