客户成功专员
Customer Success Associate
这是一个远程职位。
这个初级职位提供成长机会，从为期3到10周的全面线下培训开始。虽然该职位是混合办公模式，但偶尔需要参加行业会议和季度现场团队聚会。作为客户成功经理，你将开始了解我们业务的各个方面，从客户服务和数据录入到掌握各种平台，如Approvely仪表盘、CRM软件等。虽然直接销售不是立即的责任，但理想的候选人最终会过渡到包含销售组件的混合角色。这个职位适合对快速增长的早期初创公司充满热情，并能像瑞士军刀一样多面手的人。现在是加入Approvely团队的好时机，随着公司的发展，你可以自己打造团队和路径。"而且没有美国企业那种繁琐的官僚主义。"
职责：客户生命周期管理：
· 协助上架流程，确保顺利过渡和用户熟悉。
- 监督合同续订，并在续订期前解决客户问题。
- 通过分析指标和客户行为来推动产品采用策略。倡导与支持：
- 鼓励满意的客户成为产品的倡导者。
- 解决技术问题，提供指导，并在需要时升级复杂问题。账户管理与风险缓解：
- 处理银行相关变更，管理退款工具和客户服务请求。
- 解决退款问题、ACH拒绝、RDR集成和客户PCI合规性问题。业务发展与激活：
- 通过激活休眠账户和扩展服务来支持业务增长。
- 协助新账户的上架，参加展会，并在市场中识别潜在客户。
要求
行业知识：
· 理解支付行业、CRM和客户服务。
技能：
· 有动力且自我驱动，具备分析能力。
- 清晰简洁的沟通技巧，包括口头和书面表达。能力：
- 优秀的组织能力，能够有效管理时间。
- 关注业务增长因素，在困难情况下保持积极态度。
- 能够在远程岗位上表现出色，保持联系并专注于任务。经验与任务：
- 有账户管理、风险识别和缓解任务的经验。
- 有处理客户问题和需求的经验。
查看英文原文
This is a remote position.
This entry-level position offers growth opportunities and begins with comprehensive in-person training lasting between 3 to 10 weeks. While the role is hybrid, occasional travel for conferences and quarterly onsite team gatherings is necessary. As a Customer Success Manager, you'll embark on a journey to understand all facets of our business, starting from customer service and data entry to mastering various platforms like the Approvely dashboard, CRM software, and more. While direct sales won't be an immediate responsibility, the ideal candidate will eventually transition into a hybrid role that includes a sales component.This position is meant for someone who has a passion for fast growing early-stage startups and can be a Swiss army knife of sorts. This is the perfect time to join the Approvely team and be able to carve their own team and path as we grow." And "All without the bureaucracy of corporate America."
Responsibilities: Customer Lifecycle Management:
· Facilitate onboarding procedures ensuring smooth transitions and user familiarity.
- Oversee contract renewals and address customer concerns before renewal periods.
- Drive product adoption strategies by analyzing metrics and customer behavior. Advocacy and Support:
- Encourage satisfied customers to become advocates for the product/service.
- Address technical issues, provide guidance, and escalate complex issues when needed. Account Management and Risk Mitigation:
- Handle bank-related changes, and manage chargeback tools, and customer service requests.
- Address chargeback issues, ACH rejects, RDR integration, and PCI compliance for clients. Business Development and Activation:
- Support business growth by activating dormant accounts and expanding service offerings.
- Assist in onboarding new accounts, attend trade shows, and identify prospects in markets.
Requirements
Industry Knowledge:
· Understanding of the payments industry, CRM, and customer services. Skills:
- Driven and self-motivated with analytical capabilities.
- Clear and concise communication skills, both verbal and written. Abilities:
- Exceptional organizational skills and ability to manage time effectively.
- Focus on business growth drivers, remaining positive in challenging situations.
- Capability to excel in a remote role, staying connected and on task. Experience and Tasks:
- Prior experience in account management, risk identification, and mitigation tasks.
- Familiarity with managing customer support tickets, prospecting, and partnerships.
Desired Qualifications: 1. Knowledge of Fintech, disbursement, chargebacks, and fraud protection. 2. Understanding of cross-functional roles in business development, customer service, and account management. 3. Experience with underwriting and risk management processes for onboarding.
Benefits
What You'll Gain:
1. Professional Development Opportunities: You'll have the chance to immerse yourself in the dynamic world of Fintech, payments, and fraud protection. This role offers a steep learning curve, enabling you to grasp intricate details and trends within the industry. You'll gain practical experience across various functions including disbursement, chargebacks, and risk management. 2. Holistic Understanding of Business Functions: This position provides a unique opportunity to comprehend cross-functional roles. You'll gain insights into diverse facets of the business, spanning from customer service to back-office operations, and from account management to strategic business development. Understanding these interconnections can solidify your grasp of how a successful start-up operates. 3. Strategic Business Impact: Your contributions will directly impact the company's growth trajectory. As you assist in business development and growth strategies, your projects and initiatives will play a crucial role in shaping the company's success. You'll witness your ideas and efforts making a tangible difference in the organization's overall trajectory. 4. Expanded Network and Collaboration: Collaborating directly with the company's founder offers a unique chance to nurture existing relationships and build new partnerships. This role will expand your professional network, connecting you with industry professionals and potential partners, fostering collaborations that drive mutual success. 5. Structured Compensation and Benefits: The tiered compensation package, aligned with goal achievement and growth metrics, ensures recognition and rewards for your contributions. Alongside this, health benefits and bonuses form part of the comprehensive package, ensuring your overall well-being and motivation. 6. Positive and Collaborative Company Culture: Joining a company that values collaboration, proactivity, and mutual success cultivates a positive work environment. The culture emphasizes action, encourages initiative, and invests in your success, fostering a supportive and motivating workplace atmosphere. Overall, this role presents a unique blend of learning opportunities, professional growth, impactful contributions, and a supportive environment, all essential elements for a rewarding and fulfilling career journey
Originally posted on Himalayas