What are the responsibilities and job description for the Customer Success Manager position at takepayments Limited?
Description
Summary
The Customer Success Analyst role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Global Payments POS relationships.
What will you be doing?
Summary
The Customer Success Analyst role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Global Payments POS relationships.
What will you be doing?
- Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs
- Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships
- Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio
- Interprets competitor statements/quotes and performs rate analysis. Negotiates directly with clients using consultative conversation to retain account and maximize revenue potential
- Responds quickly and effectively to all requests for account review, rate analysis, product information, account terminations, reimbursements, etc. whether from internal or external customers
- Stays current on Global Payments POS products, services and important industry changes in order to assign appropriate solutions to client requests
- Identifies product offerings for existing clients
- Places proactive outreach to newly assigned accounts to establish a relationship
- Answers inbound calls from customers and resolves inquiry.
- Manages and resolves client complaints, providing excellent service and follow-up
- Ensures alignment with sales or service teams to ensure customer satisfaction
- Identifies triggers for attrition and can represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to clients, teammates and leadership
- Maintains compliance standards for Salesforce records and detailed documentation of client status and interactions
- Display a commitment to receive necessary coaching for continuous improvement and team development