Senior Customer Success Manager

Triumph Financial Services•Dallas, TX

About The Position

Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better. Position Summary: The Senior Customer Success Manager is responsible for managing strategic client relationships including carrier experience to ensure that payments are submitted correctly at all service levels consistent with the business objectives of the company. The Senior Customer Success Manager manages a portfolio of client relationships averaging a total of $100M to $1BN in annual carrier payments. This position is responsible for training coordinating and mentoring a small team to maximize client satisfaction and prevent exposure to fraud.

Requirements

Bachelor’s Degree is strongly preferred. Will consider 4 years of experience in a client service position of increased responsibility in lieu of degree.
Previous experience in a lead, mentor, or senior role is required.
2 to 5 years of client service experience in a fast-paced work environment (1-2 years in logistics or financial services is highly preferred)
Proficient in Microsoft Office suites.
Ability to multi-task and stay focused at high levels of productivity.
Ability to provide excellent customer service, while meeting strict deadlines.
Outstanding communication skills, both written and verbal.
Excellent phone etiquette.
Ability to understand and follow written and verbal instructions.
Regular, predictable attendance is required.

Nice To Haves

Knowledge of freight, transportation, and/or logistics industry is preferred.
1-2 years in financial services or investment banking is a plus

Responsibilities

Analyzes portfolio performance and ensure growth projections are met.
Updates payor information, and performs other tasks in support of the operations team.
Serves as the Client’s ultimate escalation point, accountable for the health of the relationship.
Assists the AVP, Payor Operations with service level agreements (SLAs) and in the creation of the department’s standard operating procedures (SOPs).
Provides outstanding client service by serving well, both internally and externally, while maintaining operational controls to prevent loss exposure.
Maintenance and growth of ongoing client relationships and control procedures to mitigate loss exposure and keeping informed on business changes with the ability to negotiate and problem solve.
Relentlessly drives to understand customers, their stakeholders, and their problems deeply.
Manages HelpDesk ticket applications and ensures that response times and resolutions are within the SLA standards.
Effectively communicates with carriers, clients and senior management in a timely manner.
Provides ongoing training to both clients and team members on Triumph’s processes and systems (i.e. TriumphPay, Freshdesk, Intercom, Salesforce, PowerBI, etc.).
Provides insightful and consultative business analysis to client’s C-Suite and TriumphPay senior management.
Through a strong understanding of each client’s cashflow, provides financial reviews of the client's successes and opportunities for cross-selling of assistance, such as marketing avenues and injecting internal partners.
Works with internal stakeholders such as Sales, Integrations, and Legal in relationship handoffs, marketing regarding feedback reporting and statistics and credit for ticklers on updates for obtaining financial documentation.
Assists the AVP, Payor Operations in facilitating new hire and ongoing team member training, coaching, and mentoring.
Participates in creating a team environment and business culture that optimizes both customer service and risk management disciplines while pursuing joy at work.
Maintains confidentiality of client information.
Performs other duties as assigned.