Client Success Manager I

Client Success Manager I

We are a rapidly growing technology company specializing in point-of-sale payment processing and delivery integrations for locally owned brick-and-mortar stores. Our mission is to accelerate the transition from traditional electronic cash registers to powerful new point of sale products. Our highly specialized systems address the specific pain points identified over a decade of working with neighborhood stores, markets, and restaurants. With an unrivaled dedication to delivering superior tools that are easy to use and a technical team providing industry-leading support, our systems open the door to the next level of success for our clients.

About The Role

The Client Success Manager I is pivotal in driving long-term client satisfaction and success through strategic engagement and proactive service. This role focuses on monitoring a growing portfolio of clients' overall health, conducting account wellness screenings and business reviews, analyzing profitability, and addressing service-related inquiries. The primary goal is to ensure your clients achieve their objectives and realize maximum value from our services.

What You'll Own & Drive

Relationship Building:

• Regularly engage with newly onboarded clients to strengthen loyalty and trust in the services provided for the lifetime of the account.
• Act as the dedicated point of contact providing high-touch services, strategic guidance, and white-glove attention.
• Manage new accounts as they join by maintaining consistent service quality and engagement across clients.
• Partner with our internal Implementation Success Specialist to support their efforts with new accounts in the first 90-day.

Proactive Account Wellness Screening:

• Conduct periodic assessments to gauge client satisfaction, identify potential issues, and recommend improvements.
• Monitor account performance to ensure clients are utilizing services to their full potential.
• Provide personalized recommendations based on wellness screening findings to enhance client success.

Activation Support:

• Ensure timely end-to-end completion of client activations.
• Perform quality assurance checks across all activations to maintain service standards.
• Collect and verify required documentation to meet target activation timelines.
• Deliver training sessions for new clients upon activation completion.

Profitability Analysis:

• Compile key account metrics and financials to support the Level II team in conducting comprehensive profitability analyses.
• Shadow Level II's to understand how we identify client revenue drivers, efficiency gains, and financial growth areas.
• Help draft summary materials and performance decks that communicate optimization strategies to clients.
• Gain hands-on exposure to industry benchmarks, pricing dynamics, and client financial modeling to prepare for Level II responsibilities.

Addressing Account Inquiries & Issues:

• Serve as the primary point of contact for client service inquiries, ensuring issues are resolved timely and professionally.
• Collaborate with internal teams to address complex account-related issues and ensure overall client satisfaction.
• Perform additional tasks and responsibilities as assigned by management.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field preferred.
• Minimum 3 years of experience in client services or account management, with a proven track record of enhancing client satisfaction and profitability or at least 1 year as POS360 Client Support Representative.
• Proficiency in CRM software, Microsoft Office, and other digital productivity tools.
• Strong analytical skills to conduct profitability analysis and monitor account performance.
• Excellent interpersonal and communication skills, capable of building strong client relationships.
• Proactive problem-solver with a keen ability to identify and address potential issues before they escalate.
• Teamwork skills, able to collaborate effectively with various internal teams.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Flexible working hours
• Free on-site gym access

Position is full-time from our Westlake Village, CA office with no travel Compensation range depending on experience level: $28.00 - $34.00 per hour

POS360, Inc, Is A Drug Free Workplace Please note that POS360 is a drug-free workplace and all candidates are required to undergo a pre-employment drug screening before being fully employed. This policy is in place to ensure the safety and health of all employees.

POS360, Inc. Is An Equal Opportunity Employer Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.