Client Success Specialist

Objective

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.

Client Success Specialist 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.

Requirements

• 1-3 years of customer service experience
• Willingness to learn and adapt – coachable
• Strong analytical and problem-solving skills , critical thinking
• Proficient in Excel, Word, Microsoft Outlook and telephone protocol

Preferred Skills & Competencies

• Excellent organizational and interpersonal communication skills (written and verbal)
• Ability to make accurate, independent decisions based on data provided
• Ability to work in team driven environment, yet able to work independently
• Ability to adjust priorities and manage time wisely in a fast-paced environment
• Able to properly service our sales partners while maintaining a focus on reducing company exposure/loss and driving revenue

Work Environment

(In Office preferred)

Travel

Simpay is headquartered in Feasterville-Trevose, PA. Travel for necessary training and events may be required.

Simpay is an Equal Opportunity Employer. Simpay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Employment with Simpay is "at-will." This means that if hired, you or the Company may terminate your employment at any time with or without notice or cause.