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
• Generous Company contribution to Health Savings Account for enrollees in HSA qualified medical plan

Annual Merit Review Process

401(k) with a competitive company match percentage

Tuition Reimbursement Program

Employee Referral Program

The Client Success Specialist is responsible for managing and improving the client experience by ensuring that all client needs are understood and satisfied. This is accomplished through building meaningful relationships, delivering timely and effective communication and promptly responding to and resolving any unforeseen issues. This role works collaboratively across the organization to deliver the highest level of service while acting as the subject matter expert and voice of the customer.

Responsibilities

Duties and Responsibilities:

• Serve as the primary contact for existing Card@Once clients
• Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
• Lead effective meetings with clients and partners, performing prompt follow-up for identified action items
• Collaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutions
• Ensure the timely and accurate delivery of client communications; document activity in internal CRM
• Identify trends and develop customer specific solutions in collaboration with cross-functional expertise
• Bridge unique client needs with internal expertise to provide creative and appropriate solutions
• Exceed client expectations by introducing and implementing new and developing solutions and service enhancements
• Maintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients and serve as integral contributor to the regular Quarterly Business Review (QBR) process
• Ensure coordination of accurate billing, timely processing of client orders, response to inquiries and scheduling or attending meetings/calls as needed
• Oversee supply orders/card stock needs for existing clients
• Cardstock Support | Out of stock, new Card IDs, print quality issues, plastics quality issues
• Shipping new cardstock to branches as needed based on tickets from C@O support
• Chip conversions as needed based on new custom cardstock
• MyCommunity Card Requests
• Card sleeve orders – both billing and order submission to warehouse
• Monthly billing for cardstock
• Coordination of migrating clients to new cardstock and walking them through the inventory process
• Sample Cards- Internal/External Request
• Art Requests – Adding New Artwork, Template Changes & Printer Upgrades

Qualifications

The ideal candidate will possess:

• Strong analytical problem-solving skills, identifying and resolving unique problems
• Experience in delivering client-focused solutions based on client needs
• Outstanding administrative proficiency and customer service skills
• Strong customer service, critical thinking and problem-solving skills
• Proficient in Microsoft Excel and Word; VBA/Macros
• Ability to troubleshoot issues and determine root cause
• Resourceful in establishing and nurturing key relationships both internally and externally
• Demonstrated ability to solve problems, determine appropriate actions and complete projects with minimal direction
• Skilled in managing multiple concurrent projects, activities and tasks under time constraints
• Acumen to facilitate productive meetings and drive outcomes

Requirements: 

• Bachelor’s Degree or equivalent in Business, Communications, or related field, or equivalent experience
• 2 years of client services and/or account management experience
• Financial service industry experience, 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. 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.