Beyond – Client Success Manager – Louisville, Kentucky – USA

Job Description

Beyond is looking for a Client Success Manager that is social, has a technology skillset to resolve customer requests, and is results driven.  Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You will drive the adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and you will proactively review merchants’ operating environments, including competitive threats on the account.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Client Success Manager should engage with customers, maximize value, and create strategies to grow our customer base. Your research and problem-solving skills will help merchants manage health, mitigate risk, and identify products that align with their strategic goals.

Your success in this role will be measured through customer satisfaction, quarterly goals, and portfolio attrition prevention.

Client Success Manager responsibilities:

• Manage client portfolios after a merchant is activated
• Sustain profitability and add company value through portfolio growth
• Identifying key merchant objectives and challenges, building trust and credibility quickly
• Ability to confidently present standard solutions, explaining the business value
• Ability to complete high-quality internal and external reporting requirements
• Handle and resolve client requests and complaints
• Mediate any issues between a client and the organization
• Provide portfolio servicing for any production outage, refund approvals, brand risk product escalations, chargeback adjudications, etc.
• Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
• Drive merchant retention through ongoing relationship management and churn mitigation/negotiation

Key Experience:

• Minimum 3 years of customer success or account servicing experience, some sales experience a plus, but not required
• Knowledge of customer success processes
• Self-driven and proactive interpersonal skills
• Highly organized, analytical, and able to multi-task
• Consultative ability to work well in a mixed environment, collaborating across multiple departments and influencing all levels within an organization
• Prior payments knowledge preferred
• Excellent communication skills, both verbal and written
• Superior customer service skills, with the ability to react quickly and decisively to resolve customer issues in a professional manner
• In-depth knowledge of products, services, and systems; or the ability to learn new technology
• Ability to learn technology options and then utilize them in client conversations, as needed
• Promote up-sell and cross-sell opportunities. Accurately capture and track new opportunities.

About Us

Beyond strives to simplify operations, reduce costs and streamline payments for small and mid-size business owners across the country. Every customer is provided with the reliable, flexible, and secure business solutions they need in a clear, transparent manner they can trust. We are committed to the highest level of technological innovation, contract terms, and customer service—earning our customers’ business every day. Every employee is provided with the vital tools, resources, and compensation needed to achieve success.

We will deliver results, tell the truth, and make a difference with a determination to transform the business world. Good is not nearly good enough. We go Beyond.

This job description provides many examples of the types of responsibilities required, but is in not intended to be a comprehensive list.  The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

Beyond is an equal opportunity employer to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. Beyond complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.