Customer Success Manager

Summary

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. Perform a variety of activities to manage merchant relationships and experiences to deliver profitability and excellent customer service. Responsibilities include auditing accounts, advising on financial information, products, pricing, and processing techniques.

Essential Functions

• Directs and manages merchant relationships within varied industry verticals using written and verbal communication.
• as a transaction processing consultant for merchants, providing alternative processing solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• independent judgment in determining alternate courses of action to best assist merchants.
• with internal BASYS teams to ensure a high level of support for the merchant.
• communication with merchant, partners and internal BASYS teams when issue/request has been received and expected date of resolution.
• and resolves matters with third-party business partners, banking partners, merchants and internal departments.
• monitors, and mitigates risk issues per bank and card policy guidelines.
• set scheduled calls to increase retention efforts within portfolio.

Additional Functions

• Consistently meets goals for growth, retention, and customer service.
• trains and implements educational programs designed to improve merchant's transaction processing performance.
• merchant processing history to recommend/provide solutions to best fit their processing needs (new equipment, different processing plan, etc.)
• in remediation of outstanding PCI compliance issues
• other assigned duties as requested.
• Action Oriented and Self Driven: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Planning and Organizing: Ability to analyze work, set goals, develop plans of action, utilize time reducing the amount of supervision required to carry out assignments conscientiously
• Follows assigned schedule, balances quality with efficiency, meets deadlines, does not make excuses for errors, quickly addresses and solves problems
• Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• for Stress: Remains steady, stays calm, and makes rational decisions in turbulent situations
• Depended upon to be available for work, do it properly, and complete it on time; reliable, trustworthy, and persistent
• Making: Ability to make decisions and the quality and timeliness of those decisions
• and Creativity: Ability to plan work and to go ahead with a task without being told every detail and ability to make constructive suggestions
• The extent to which the associate makes decisions which are sound; ability to base decision on fact rather than emotion
• Knowledge: Knowledge of support tools, policies and procedures
• Proficiency: Proficient understanding of our processing solutions, services, and products
• of Work: Freedom from errors and mistakes; accuracy; knowledge of what system to use and why, initiates better processes leading to increased efficiencies
• Building: Maintains an open and approachable manner, seeks to resolve conflict constructively, preserves others’ self-confidence, and shows regard for their opinions
• Willingness to work harmoniously with others in getting a job done; readiness to respond positively to instructions and procedures
• Knows and supports teammates work product, encourages team unity through sharing of expertise or ideas, displays fairness towards all subordinates
• Allows others to speak, paraphrases to confirm understanding, presents information clearly concisely and professionally both written and oral
• Focus: Recognizes adverse customer reactions and develops better alternatives, assesses service offerings from the customer’s point of view.

Education & Experience

• Bachelor's degree in business administration, accounting, marketing or other related fields. In lieu of degree, may have relevant work experience.
• Proficiency in Microsoft Office Suite, CRM.
• Knowledge of Bankcard industry and its procedures