Customer Success Associate

InvoiceCloud • Boston, MA

36d

About The Position

We are seeking a Customer Success Associate (CSA) to build strong relationships with a select group clients. You will be the advocate for your clients. Your success is your client's success. As their CSA you will be responsible for managing the day-to-day and ensuring your clients are retained and realize the highest value from our platform. You will manage a mid-market portfolio of 80-125 clients with the goal to create relationships that result in your ability to implement programs that drive retention, increase payment adoption, grow revenue, and expand the client's awareness and utilization of InvoiceCloud's full suite of services.

Requirements

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom
• Customer driven, results oriented, efficient, and willing to go the extra mile.
• Outstanding verbal, written, presentation and interpersonal skills are required
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce

Nice To Haves

• Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.

Responsibilities

• Build "trusted" relationships with mid-market clients and delight them at every turn
• Understand the key client health indicators and take necessary steps to minimize any potential churn
• Develop a deep understanding of the InvoiceCloud solutions to have discussions with clients regarding current products and services
• Create an efficient outreach cadence to communicate with a larger portfolio of clients
• Understand the market well enough so you can share best practices with your clients
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all InvoiceCloud products to up-sell services and generate customer success qualified leads that result in new revenue
• Have a high-level understanding of how the technology for assigned billers works. This allows the CSA to understand issues, describe them and formulate a potential resolution with the supporting InvoiceCloud departments
• Develop trusted relationships with their portfolio that leads to customer references

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 251-500 employees