Client Success Manager

Finmkt - New York, NY

Full-time

New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Client Success Manager at this fast-growing financial technology company is responsible for organizing the merchant support team to ensure effective communication and quick resolutions. This role focuses on managing client retention and growth, setting ambitious goals for the merchant portfolio, and ensuring that clients can confidently operate the Gateway technology. The position requires a proactive approach to troubleshooting and strong communication skills to support clients and merchants effectively.

Responsibilities

• Educate merchants on the flexibility and capabilities of the platforms and products to encourage their continued use of our platform.
• Develop client relationships to expedite the consumer application process and promote merchant loyalty and retention.
• Provide timely merchant support to develop loyalty and ensure a great customer experience.
• Communicate with technical staff and facilitate rigorous troubleshooting, exhibiting a sense of urgency towards meeting client requests.
• Drive volume within an assigned merchant portfolio by promoting solutions with both established and underperforming merchants.
• Draft proposals of how to re-engage dormant merchants.
• Promote a team mindset with pride for the values associated with the company and the Gateway technology.
• Willing to roll up sleeves to understand and refine our client success and accounts management processes.

Requirements

• Preferred: BA/BS/MS degree in business, communications or a related discipline.
• Preferred: 2+ years of relationship management experience, ideally within the financing or payments space.
• Required: live chat experience.
• Preferred: experience with Intercom and Jira.
• Collaborate effectively in a cross-functional team environment.
• Be self-directed and self-motivated with demonstrated experience in providing ideas and solutions to further business understanding.
• Be highly organized and proactive in both written and verbal communication.
• Effectively and clearly communicate instructions to others, summarize and articulate issues and clearly propose solutions.
• Properly handle sensitive information with the highest degree of integrity and confidentiality.
• Identify problems and provide compelling solutions to a variety of merchant needs.
• Demonstrate a high degree of personal and professional integrity.

Nice-to-haves

• Experience in tech, SaaS, or finance support is a plus.
• Technical aptitude and ability to learn software programs and products inside and out.

Benefits

• Generous growth opportunities for ambitious, hardworking team members.