Client Success Manager

hace 1 día


Veracruz, Veracruz-Llave, México Spoton, Inc A tiempo completo
Client Success Manager

At SpotOn, Inc, we're committed to helping restaurants and small businesses thrive with our flexible payment and software technology. As a Client Success Manager, you'll play a critical role in ensuring our merchants receive exceptional support and service.

Key Responsibilities:
  • Manage restaurant accounts via Salesforce case assignment, At Risk resolution, and proactive touch base campaigns.
  • Build positive relationships with merchants using Zoom and telephone communications, with timely follow-up via professional email communications.
  • Identify customers' needs, clarify information, research every issue, and provide solutions.
  • Oversee a particular team or product, with an emphasis on task completion and merchant education on the system and resources available to them.
  • Assist team members with helping merchants navigate SpotOn departments to resolve any outstanding issues.
Requirements:
  • Path of escalation for Grade B accounts using collaboration, coordination, and facilitation of other teams to ensure permanent and acceptable resolution is delivered.
  • Manage all escalations, retention, and At Risk for Grade B accounts and support Grade B in collaboration with CSM 1.
  • Focus efforts toward a proactive approach toward retention to avoid serious escalations by establishing early relationships and trust to quickly identify potential pain points before the retention or escalation phase.
  • Monitor self-performance initiating action to strengthen the team and assist in peer-to-peer training.
  • Retention of accounts that are at moderate to high risk for cancellation.
What We Offer:
  • A dynamic and supportive team environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package.

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