Senior Customer Success Manager

Global Payments • Boston, MA

264d

About The Position

As a Senior Customer Success Manager, you will play a crucial role in ensuring customer retention through proactive service and demonstrating the value of MineralTree. Your responsibilities will include increasing company revenue by identifying and developing upsell opportunities with customers, as well as developing and maintaining long-term business relationships to drive advocacy. You will collect customer requirements and feedback to relay to the product team, work towards achieving optimal customer health, and log relevant data points for reporting and forecasting. Additionally, you will showcase newly released features and maximize their usage with customers, understand customer and system problems, and provide effective solutions. Supporting ongoing projects to identify the right tools and processes for customer success will also be part of your role, along with collaborating with fellow team members to enhance the customer experience.

Requirements

• Bachelor's Degree
• Relevant Experience or Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/or experience in lieu of degree
• Typically Minimum 6 Years Relevant Experience
• Experience in client facing roles and/or financial industry

Nice To Haves

• Broad expertise or unique knowledge in customer success
• Ability to contribute to development of company objectives and principles
• Ownership of a function or account management responsibilities
• Ability to work on significant and unique issues requiring evaluation of intangibles
• Independent judgment in methods and techniques for obtaining results
• Strong oral and written communication skills
• Collaboration skills with internal and external audiences
• Customer service skills aligning client needs with internal solutions

Responsibilities

• Ensure customer retention through proactive customer service and demonstrable value of MineralTree
• Increase company revenue through identifying and developing opportunities to upsell with customers
• Develop and maintain long-term business relationships with clients to drive advocacy
• Collect customer requirements and feedback to relay to the product team
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
• Showcase newly released features, maximize the usage of relevant features with customers
• Understand customer and system problems, and provide solutions to the customers
• Support ongoing projects to identify the right tools and processes for customer success as an organization
• Support fellow team members to develop and work together to provide the ultimate customer experience

Benefits

• Comprehensive benefits package including medical, dental and vision care
• EAP programs
• Paid time off
• Recognition programs
• Retirement and investment options
• Charitable gift matching programs
• Worldwide days of service

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree