Customer Success Associate

Approvely, Inc; Fort Lauderdale (FL); On-site; USD 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a passionate Customer Success Manager to join their dynamic team. This entry-level role offers a unique opportunity to grow within a fast-paced startup environment, where you'll engage in comprehensive training and gain insights into various business functions. As you manage customer lifecycles and advocate for product adoption, you'll play a pivotal role in driving business growth. With a hybrid work model that encourages collaboration and professional development, this position is perfect for someone eager to make impactful contributions while advancing their career in the Fintech industry. Join a culture that values positivity and teamwork, and carve your own path to success.

Benefits

Professional Development Opportunities

Positive Company Culture

Structured Compensation and Benefits

Collaboration with Company Founder

Qualifications

• Understanding of payments industry and customer service.
• Prior experience in account management and risk mitigation.

Responsibilities

• Facilitate onboarding procedures and oversee contract renewals.
• Encourage customers to advocate for the product and address technical issues.

Skills

Analytical Skills

Communication Skills

Organizational Skills

Self-Motivated

Education

Experience in Account Management

Understanding of Payments Industry

Tools

CRM Software

Approvely Dashboard

Job description

Fort Lauderdale, United States | Posted on 09/06/2024

This entry-level position offers growth opportunities and begins with comprehensive in-person training lasting between 3 to 10 weeks. While the role is hybrid, occasional travel for conferences and quarterly onsite team gatherings is necessary. As a Customer Success Manager, you'll embark on a journey to understand all facets of our business, starting from customer service and data entry to mastering various platforms like the Approvely dashboard, CRM software, and more. While direct sales won't be an immediate responsibility, the ideal candidate will eventually transition into a hybrid role that includes a sales component.

This position is meant for someone who has a passion for fast-growing early-stage startups and can be a Swiss army knife of sorts. This is the perfect time to join the Approvely team and be able to carve their own team and path as we grow.

Responsibilities:

1. Customer Lifecycle Management:
   • Facilitate onboarding procedures ensuring smooth transitions and user familiarity.
   • Oversee contract renewals and address customer concerns before renewal periods.
   • Drive product adoption strategies by analyzing metrics and customer behavior.
2. Advocacy and Support:
   • Encourage satisfied customers to become advocates for the product/service.
   • Address technical issues, provide guidance, and escalate complex issues when needed.
3. Account Management and Risk Mitigation:
   • Handle bank-related changes, manage chargeback tools, and customer service requests.
   • Address chargeback issues, ACH rejects, RDR integration, and PCI compliance for clients.
4. Business Development and Activation:
   • Support business growth by activating dormant accounts and expanding service offerings.
   • Assist in onboarding new accounts, attend trade shows, and identify prospects in markets.

Requirements

• Industry Knowledge: Understanding of the payments industry, CRM, and customer services.
• Skills: Driven and self-motivated with analytical capabilities. Clear and concise communication skills, both verbal and written.
• Abilities: Exceptional organizational skills and ability to manage time effectively. Focus on business growth drivers, remaining positive in challenging situations. Capability to excel in a remote role, staying connected and on task.
• Experience and Tasks: Prior experience in account management, risk identification, and mitigation tasks. Familiarity with managing customer support tickets, prospecting, and partnerships.

Desired Qualifications:

1. Knowledge of Fintech, disbursement, chargebacks, and fraud protection.
2. Understanding of cross-functional roles in business development, customer service, and account management.
3. Experience with underwriting and risk management processes for onboarding.

What You'll Gain:

1. Professional Development Opportunities: Immerse yourself in the dynamic world of Fintech, payments, and fraud protection.
2. Holistic Understanding of Business Functions: Comprehend cross-functional roles and gain insights into diverse facets of the business.
3. Strategic Business Impact: Your contributions will directly impact the company's growth trajectory.
4. Expanded Network and Collaboration: Collaborate directly with the company's founder and expand your professional network.
5. Structured Compensation and Benefits: A tiered compensation package aligned with goal achievement and growth metrics.
6. Positive and Collaborative Company Culture: Join a company that values collaboration, proactivity, and mutual success.

Overall, this role presents a unique blend of learning opportunities, professional growth, impactful contributions, and a supportive environment, all essential elements for a rewarding and fulfilling career journey.