Customer Service Manager - 9 Month contract

Freddie Mac; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Success Manager for a 9-month contract. The role focuses on managing customer relationships post-launch, ensuring user success with the Nuvei Bill Pay platform, and collaborating with partners to enhance user adoption. Ideal candidates will have strong communication skills and a background in customer relationship management, preferably within the payments industry.

Qualifications

• Experience with Municipalities, Utility Billing, or Tax Payments preferred.
• Ability to engage and build rapport with professionals and clients.
• Proven success in fast-paced environments with multiple priorities.

Responsibilities

• Manage ongoing relationships with 100-200 live customers.
• Support customers in all areas and work with the product team.
• Triage customer requests and escalate to leadership when needed.

Skills

Customer relationship management

Critical thinking

Problem-solving

Communication

Education

Bachelor's degree in business, IT/technology

Tools

MS Office 365

SharePoint

Jira

Monday.com

ZenDesk

Job description

PLEASE NOTE THIS IS A 9-MONTH CONTRACT

The Customer Success Manager role will be responsible for managing the ongoing relationship with our new customers after their go-live, supporting and growing their use of our Nuvei Bill Pay platform. You will play a lead role in ensuring customer success, supporting product features, reconciliation, and increasing citizen/resident adoption of the platform. You will also handle keying Gov Merchant Applications.

Responsibilities:

1. Become a Subject Matter Expert in Nuvei Bill Pay functionality.
2. Develop strong relationships with assigned customers.
3. Actively manage 100-200 live Nuvei Bill Pay customers.
4. Manage keying/submission of all Gov Merchant Applications to internal systems.
5. Collaborate with partners to track the progress of all Merchant Applications.
6. Support customers in all areas and work with the product team when necessary.
7. Manage all customer Zendesk tickets and emails.
8. Track citizen/resident metrics to recommend adoption campaigns.
9. Assist in implementing new features and functionalities within the platform.
10. Build customer references through strong relationship management.
11. Triage customer requests and escalate to leadership when needed.

Qualifications and Requirements:

1. Knowledge of the Payments Industry or related fields is preferred.
2. Experience with Municipalities, Utility Billing, or Tax Payments is preferred.
3. Customer relationship management experience is required.
4. Knowledge of web portals, reporting, or residuals is a plus.
5. Strong business aptitude with critical thinking and problem-solving skills.
6. Ability to engage and build rapport with professionals, clients, and partners.
7. Excellent verbal, written, and presentation skills, with the ability to persuade and motivate.
8. Proven success in fast-paced, dynamic environments with multiple priorities.
9. Passion for delivering a great user experience.
10. Ability to work independently and as part of a team.
11. Self-motivated, goal-oriented, with excellent organizational skills.
12. Exceptional communication skills with both technical and non-technical stakeholders.
13. Proficiency in MS Office 365, SharePoint, Jira, Monday.com, ZenDesk.

Education Requirements:

1. Bachelor's degree in business, IT/technology, or related field, or equivalent work experience.

Nuvei is an Equal Employment Opportunity and Affirmative Action employer. Employment decisions are based on merit and business needs, without discrimination based on protected characteristics.