Customer Success Specialist - Nota

M&T Bank•Buffalo, NY

6h•Onsite

About The Position

Overview: Serves as primary contact for start-up customers, inclusive of responding to questions, providing support and training, onboarding new customers and providing follow-up communications and help documentation. Compiles and analyzes data and feedback to support product-related changes and assess depth of customer loyalty. Primary Responsibilities: Serve as first point of contact within a business start-up to provide immediate support to resolve questions of new and existing customers of the start-up received via email and/or phone following established procedures where applicable. Serve as primary contact for onboarding new customers for the start-up, training platform end users and providing post go-live support. Investigate, diagnose and troubleshoot customer-reported issues to resolve them in a timely and accurate manner. Represent the voice of the customer to provide input into every core product, marketing and sales process related to the start-up product. Make recommendations for product changes based on user experience and NPS (Net Promoter Score, which gauges customer loyalty). Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding potential product and service improvements. Understand customer outcomes specific to customer time to value (successful onboarding and complete client matter resolution) by communicating with customers; work with the customer to define their expectations in using the platform. Analyze customer health metrics, run NPS and gather other feedback via customer success tools. Collaborate with the engineering and development teams for the start-up, to set-up or configure the software platform to customer’s requirements and troubleshoot technical issues raised by customers. Work with engineering and development teams for more complex technical issues. Promote client retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional help documentation. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. Promote an environment that supports belonging and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned.

Requirements

Bachelor’s degree in business, marketing, or related field and a minimum of 2 years’ related experience, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 2 years’ related experience
Strong communication skills
Strong interpersonal skills
Strong presentation skills
Strong material preparation skills
Entrepreneurial spirit
Passion for customer success and its role in growth and customer adoption
Experience working with, and managing, stakeholders and customers
High level of accuracy
Detail-oriented
Prior experience working in a flexible environment and operating with uncertainty and change
Driven
Self-motivated
Enthusiastic
Can-do attitude

Nice To Haves

Minimum of 2 years’ customer success and/or account management experience
Prior technology or financial services experience in a start-up or larger company

Responsibilities

Serve as first point of contact within a business start-up to provide immediate support to resolve questions of new and existing customers of the start-up received via email and/or phone following established procedures where applicable.
Serve as primary contact for onboarding new customers for the start-up, training platform end users and providing post go-live support.
Investigate, diagnose and troubleshoot customer-reported issues to resolve them in a timely and accurate manner.
Represent the voice of the customer to provide input into every core product, marketing and sales process related to the start-up product.
Make recommendations for product changes based on user experience and NPS (Net Promoter Score, which gauges customer loyalty).
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding potential product and service improvements.
Understand customer outcomes specific to customer time to value (successful onboarding and complete client matter resolution) by communicating with customers; work with the customer to define their expectations in using the platform.
Analyze customer health metrics, run NPS and gather other feedback via customer success tools.
Collaborate with the engineering and development teams for the start-up, to set-up or configure the software platform to customer’s requirements and troubleshoot technical issues raised by customers.
Work with engineering and development teams for more complex technical issues.
Promote client retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional help documentation.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.
Identify risk-related issues needing escalation to management.
Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.
Identify risk-related issues needing escalation to management.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.