Customer Success Team Manager – Financial Technology

MarketStar•Ogden, UT

13d•$70,000 - $90,000•Remote

About The Position

MarketStar is seeking a Customer Success Team Manager to support our newest client. As a Customer Success Team Manager, you will be responsible for guiding and motivating a team of Customer Success Representatives. You will help monitor the team’s performance, implement customer success strategies, and provide regular coaching and support to improve their skills and knowledge.

Requirements

Experience with payment processing, money movement, or other financial/payment products
Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including managing a dedicated book of business in the mid-market space
Successful performance in B2B customer success or sales; experience in FinTech or SaaS sales highly preferred
Prior experience leading a team in a fast paced, quota driven environment; SaaS experience highly preferred
Excellent verbal, presentation, and written communication skill
Experience building strong relationships, managing conflict, and leading by example
Track record of coaching and developing low performers to reach target attainment
Familiarity with Microsoft and/or G Suite tools; Salesforce experience highly preferred
Customer centric attitude with the ability to motivate others and drive standards of excellence
Ability to adapt and effectively multi-task in a dynamic environment
Strong analytical skills to interpret data and drive informed decision-making
Excellent client engagement skills to build and maintain strong relationships
Strong understanding of sales analytics including data and reporting trends, showcase/duplicate success, and identify/correct opportunities
Effective customer success or sales skills to support business development efforts and achieve sales targets
Familiarity with technology and tools to enhance customer success, sales operations and client satisfaction; knowledge of Salesforce preferred

Responsibilities

Drive your team to meet and exceed metrics and client expectations through successful pipeline management processes
Coach and develop customer success representatives to succeed in hitting daily, weekly, and monthly input and output targets
Collaborate and align with other customer success managers within assigned program, sharing best practices and solving problems collectively
Present customer success solutions and strategies to clients, highlighting our value proposition
Utilize data management skills to analyze performance and ensure data accuracy
Ensure consistent and effective communication by holding regular team meetings, huddles, and employee 1:1s to ensure alignment to performance expectations and company values.
Assess current team processes, procedures, and outcomes to identify opportunities for improvement, and build / execute plans to implement
Maintain strong client relationships through proactive engagement and effective communication.
Ensure adherence to risk management and compliance standards in all sales activities.
Collaborate with other departments to identify new business opportunities and support customer success and sales efforts.
Other related duties as assigned