Customer Success Manager

The primary goal of this Customer Success Manager position is to focus on developing and maintaining a healthy customer relationship. This includes the following skills - a mix between Technical Account Management and Customer Success Management:

• Evaluates and analyzes customer needs
• Builds trust and transparency with customers
• Acts as a single point of contact and Customer Advocate
• Assist clients with a product's technical aspects - including overseeing any custom development required to satisfy the customer's requirements
• Responds in a timely way to customer inquiries
• Maintains a regular cadence of communication with customers and reports customer feedback to appropriate stakeholders Responsible for assigned customers and oversees their project life cycle from contract agreement to full production launch/project scope completion.
• Prepare and deliver technical presentations explaining products or services to existing and prospective customers
• Collaborate with sales teams to understand customer requirements and provide sales support. Be the " go to " person for the customer for any and all questions regarding Apriva products and services.
• Talk with customers and engineers to assess product needs and to determine customer-specific or product-specific requirements. Come up with solutions to resolve customer and prospective customer issues in a logical, creative and structured manner. Be able to communicate these requirements in a clear, easy-to-understand manner.
• Help with RFP responses. Support the sales team with report requests as needed.
• Maintain a high level of understanding of the Apriva products and services.
• Be the voice of the market to Apriva product development and product owners to help plan new features and products. Maintain a high level of understanding of industry trends, compliance and the latest technology trends.
• Help clients solve problems with installed products

Qualifications

• Payments experience in customer success, account servicing or customer service
• Strong executive communication and a history of over-achievement
• Proven success managing customers, prioritizing tasks, and driving portfolio growth
• Skilled in building merchant relationships, optimizing Apriva product use
• Experience handling servicing roadblocks and leading projects