Customer Success Guide

Avidxchange - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Guide at AvidXchange, Inc. is responsible for serving as the primary contact for small customers, ensuring their successful adoption of payment solutions. This role involves proactive communication with customers, analyzing their payment adoption trends, and collaborating with internal teams to address any challenges they face. The position requires a strong focus on customer engagement, data collection, and analysis to enhance the overall customer experience.

Responsibilities

• Serve as the contact for small customers, consulting with Customer Success, Customer Onboarding, and Customer Care as needed.
• Proactively check in with customers to discuss their payment adoption and identify reasons for under or overachievement.
• Complete Salesforce entry to document reason codes for payment adoption performance.
• Identify trends related to low adoption and communicate them to management.
• Assist customers with challenges contributing to underachievement of payment adoption, including reviewing payment reports and support cases.
• Engage internal teams to address technical or process issues affecting payment success rates.
• Shadow Customer Onboarding projects and other Customer Success functions to learn about the full customer experience.
• Gather and prioritize customer feedback through various internal platforms, looking for trends and anomalies.
• Utilize tools like the AvidXchange Community to direct customers to self-service resources.

Requirements

• 2 years of experience in a Customer Engagement related field.
• Proficient knowledge of Microsoft Word, Excel, and PowerPoint.
• Proficient verbal and written communication skills.
• Highly organized with the ability to multi-task and serve multiple customers' needs.
• Attention to detail, curiosity, and a problem-solving mindset.

Nice-to-haves

• Bachelor's Degree or equivalent experience.
• Relationship skills to drive visibility and change.
• Proficient in collecting, analyzing, and synthesizing information from various channels.
• Basic understanding of AvidXchange products.
• Strong work ethic and highly self-motivated.
• Detail-oriented, analytical, and curious.
• Knowledge of Salesforce and SharePoint is a plus.

Benefits

• Free parking
• Disability insurance
• On-site gym
• Dental insurance
• Tuition reimbursement
• Paid time off
• 401(k) 4% Match
• Parental leave
• Employee assistance program
• 401(k) matching
• Employee discount
• Volunteer time off
• Life insurance