Client Success Account Manager

Client Success Account Manager

As a Client Success Account Manager, you will be the primary point of contact for our Onboarding Channel Partners and Merchant Acquiring Clients.

Responsibilities

Channel Partner Onboarding:

• Build a strong and pleasant onboarding experience for Channel Partners.

• Direct, assist and train Onboarding Specialists.

• Implement an Onboarding Welcome Packet, including training documents for interface users.

• Proactively monitor and identify key performance indicators (KPIs) for the team.

• Implement, track, and achieve KPIs.

• Create Totango Cadences for Onboarding Experiences.

Client and Partner Interaction:

• Collaborate with partners and the product team to provide feedback and suggestions for improving our software based on customer needs and usage patterns.

• Work closely with sales and onboarding to identify and address any client concerns or issues during the onboarding process.

• Implement onboarding experience surveys for Sales and Agents.

Training and Documentation:

• Develop video content for product training to be housed in the Learning Management System (LMS).

• Onboarding and Training of New Partners and Merchants.

• Create training documentation for onboarding and LMS system content.

• Provide client release notes and new product notifications.

• Coordinate with the product development team on training for new products.

• Train Business Development Representatives (BDRs) per standard operating procedures (SOP) for 60 days.

• Coordinate with the Director of Sales for Partner Onboardings.

Account Management and Support:

• Define customer success stages in Totango, including Onboarding, Adoption, Expansion, and Retention/Advocacy.

• Establish Quarterly Business Reviews (QBRs) for Channel Partners and Acquiring Clients.

• Create digital disbursements and restitution implementation guides.

• Develop System Admin Training from an outline, including roles and responsibilities of user permissions with IT collaboration.

• Oversee Channel Partner/Agent transitions.

• Provide RFS (Request for Service) Coverage during the interim period of Training (60-90 days).

Agent Support:

• Serve as the primary point of contact for Channel Partners and Merchant Acquiring Clients.

• Build rapport and confidence with clients and partners in the servicing and ticketing process.

• Identify improvements within the agent support process.

• Triage and troubleshoot client issues.

• Triage and troubleshoot Channel Partner issues.

• Handle escalated calls/tickets from client support specialists.

• Escalate tickets to direct reports.

• Conduct weekly call monitoring.

• Oversee the Customer Success Queue in Salesforce.

Qualifications

• BS/BA degree in a related field or equivalent experience is desired.

• External candidates should have a minimum of 1-2 years of experience managing client accounts or software implementations.

• Internal candidates typically require 1-3 years of experience in implementing software.

• Strong knowledge of the software life cycle is strongly preferred.

• Excellent planning and organizational skills, with a commitment to follow through until processes are completed.

• Exceptional interpersonal skills, including verbal and written communication, teamwork, and customer service skills.

• Proficiency in using computers and exposure to IT infrastructure components required.

• Strong decision-making and problem-solving skills.