Client Success Specialist

Brief Description

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.
  
  

Requirements

• 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.
  
  

Summary

Benefits

• Winning culture (Best & Brightest recurring winner)
• No to low deductible healthcare plans.
• Generous paid time off.
• Charitable time off.
• 401k with 4% match.
• Transparent and collaborative environment.
  
  

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.