Associate Client Success Manager Mexico City

hace 4 semanas

Xico, México Spoton, Inc A tiempo completo

Job Summary

We are seeking a highly skilled and experienced Client Success Manager to join our team at SpotOn, Inc. As a Client Success Manager, you will be responsible for managing restaurant accounts, identifying customer needs, and providing solutions to ensure customer satisfaction and retention.

Key Responsibilities

  • Manage restaurant accounts via Salesforce case assignment, At Risk resolution, proactive touch base campaigns, and building positive relationships with customers.
  • 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 properly helping merchants navigate SpotOn departments to resolve any outstanding issues.
  • 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.
  • Committed to focusing 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.
  • Increase merchant satisfaction while meeting all KPI's/metric standards as relayed by Client Success leadership.
  • Monitoring self-performance initiating action to strengthen the team and assisting in peer-to-peer training.
  • Retention of accounts that are at moderate to high risk for cancellation.
  • Follow through the entire inquiry process to a permanent resolution to ensure full customer satisfaction.
  • Coordinate, collaborate and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.
  • Update and maintain client accounts with exceptional record keeping for partner visibility to preserve the existing business.
  • Vigilant oversight regarding accounts At Risk related to alerts showing client requests/issues or potential cancellations.

Requirements

  • Impeccable emotional intelligence and customer service skills including strong written and verbal communication.
  • A Customer Success Manager should have a thorough knowledge of the industry and be a credible authority in that domain.
  • Familiar with Restaurant POS software, features, and capabilities including reporting.
  • Experience managing a group of clients in a management or leadership position highly preferred.
  • Ability to keep pace with large caseload for assigned client accounts and general case management experience.
  • Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships.
  • A high degree of emotional intelligence required for negotiation, problem-solving, and retention strategy.
  • Any experience working in payment processing or knowledgeable of the banking/financial industry is a plus.
  • Experience Requirements Any prior Client Success experience is desirable. 1+ years of restaurant experience is highly preferred. At least 1 year working at SpotOn. 6+ months of experience in Restaurant Implementation or Support preferred. General knowledge of restaurant operations. 3+ years of experience working in a Customer Service Support environment is highly preferred.

Physical and Mental Conditions Requirements

  • Must be able to remain in a stationary position a minimum of 80% of the work day.
  • Able to effectively manage difficult client situations and have the emotional capacity to see merchant frustrations objectively.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Rarely, but may, when working onsite occasionally lift and carry equipment in the office weighing up to 20 pounds.

Equal Employment Opportunity

SpotOn, Inc is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

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