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.