Client Success Specialist

Requirements:

• 3+ years experience in a customer-facing role
• 1-2+ years experience in payments or financial services preferred, not but required
• Location: Remote
• Travel: Minimal (sometimes necessary for onsite support)

Competencies:

1. Priority Setting: Has a keen sense of what’s mission-critical and what is just nice to do. As a result, he/she spends time on what is most important.
2. Comfort Around Higher Management: Maintains composure around senior management by understanding how they think and work. Determines the best and most appropriate way to get things done. Comfortable delivering presentations.
3. Customer Focus: Dedicated to meeting the expectations and requirements of internal and external clients by prioritizing clients first. Establishes and maintains effective relationships with clients and gains their trust and respect.
4. Functional/Technical Skills: Experienced and up to functional or technical proficiency to do the job at a high level of accomplishment.
5. Integrity and Trust: Follows-through and does not cause problems for others. Is seen as a direct, truthful, and widely trusted individual.
6. Listening: Acknowledges points others are trying to make via attentive and active listening, even when he/she disagrees.
7. Organizational Agility: Equipped with interpersonal skills to get things done across boundaries. Understands the origin and reasoning behind key policies, practices, and procedures.
8. Personal Learning: Adapts to his/her surroundings or the situation. Responds to changing personal demands, requirements, and changes accordingly.
9. Time Management: Values time and uses his/her time effectively and efficiently. Concentrates on priorities, while also attending to a broader range of activities.
10. Timeliness of Delivery of Output: Produces work on time, without sacrificing quality.
11. Alignment and Compliance: Is aligned with the culture, values, and mission of Arrow Payments. Also encourages others to act in alignment with common organizational practices.

Responsibilities:

Client Success:

• Front line client support
  • Answering client calls, emails within standard turnaround times
  • Ordering payment devices, installing and training client on new devices
  • Setting up payment pages
  • Assisting clients with transaction refunds, reporting, research requests
  • Setting up new merchant accounts, training users on systems
• Prioritization and execution of tactical tasks for clients
  • Manage your assigned tasks within the CRM system
  • Open new support cases when clients reach out, ensure all steps are set up and completed within the system, communicating to the client along the way
  • Communicate to Solutions Advisors as cases are in-progress and completed
  • Close support cases at the point of completion
  • Manage weekly reporting of client cases to internal and client stakeholders
• Client love
  • Execution of Client Love initiatives including thank you notes, calls and gifts
• Presentations
  • Comfortable meeting face-to-face with clients and presenting our solutions
• PCI Self-Assessment Questionnaire (SAQ) support
  • Manage monthly SAQ process
    • Reach out to merchants due for annual SAQs
    • Set up calls with clients to support them through the process
    • Ensure completion and accuracy of the SAQs.
• Product Awareness
  • Understand current and future offerings from different vendors to best fulfill client’s needs
    • Be able to support and train clients on different payment technology platforms
    • Participate in vendor webinars to grow the understanding of product offerings and vendor processes
• Pricing
  • Be able to articulate the client’s value-based pricing structure to them
  • Manage rate reviews and pricing recommendations

Operations:

• Keep client success operations documentation up to date
• Pull monthly reports from vendors on client activity
• Complete research projects on payment solutions
• Administrative tasks
  • Collect mail and manage outgoing shipping