Client Success Coordinator

Job Description

Job Description

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing payments company that provides forward-thinking organizations with everything they need to make payments and rewards more meaningful to their business and the people they pay. Led by a team of payments industry experts, Dash Solutions has a proven track record of delivering innovative payment and engagement solutions. We are committed to excellence, innovation, and delivering exceptional value in this rapidly evolving market.

At Dash, we're not just looking for employees; we're looking for team members who embody our core values and share our passion for revolutionizing the payments industry. Here's what we seek in every hire, regardless of the role:

• Cultural Fit: We thrive in a culture of respect, authenticity, and a relentless pursuit of improvement. We challenge the status quo and embrace change as an opportunity for growth.
• Mission-Focused: We're on a mission to transform the payments industry, and we expect all team members to share our commitment to this goal. We're looking for individuals who are driven by purpose and eager to make a meaningful impact.
• Industry Passion: The payments industry is dynamic and constantly evolving. We're looking for candidates who are not only passionate about this ever-changing landscape but also curious and eager to learn. We need leaders who will guide our company into a bright future, staying ahead of industry trends and driving innovation.

Position Summary

The Client Success Coordinator is the primary point of contact for operational interactions with a designated portfolio of clients. You will be responsible for managing day-to-day client relationships, addressing technical and operational issues, and ensuring seamless communication and support across various areas, including workflows, risk management, billing, and troubleshooting. In collaboration with the Client Success Manager, you will deliver a comprehensive and cohesive support model to drive client satisfaction and operational success.

Key responsibilities:

Operational Relationship Management

• Serve as the primary point of contact for operational matters, including but not limited to handling escalations, troubleshooting API integrations, training, and resolving any issues or friction points whether technical or procedural.
• Develop and maintain strong operational relationships, ensuring client needs are met with efficiency, speed and precision.
• Proactively manage client expectations and resolve issues ensuring high levels of client satisfaction and retention.
• Act as a trusted advisor for all operational needs, offering insights, recommendations, and strategic guidance to drive client success.
• Use data and feedback to identify trends, potential risks, and areas of opportunity within the client relationship.
• Inform clients about Dash’s products and services with accuracy and understanding of the different applications that are used (CSA, portal, SFTP, etc.) is critical to reproduce any issue.

Driving Operational Success

• Analyze operational performance data, identify trends, and drive strategic improvements for both clients and internal teams.
• Hold internal teams accountable to timelines and deliverables outlined in operational plans.
• Support continuous improvement of our onboarding practices by identifying opportunities for improvement through enhancements and operational efficiencies.
• Anticipate potential account risks and develop proactive mitigation strategies to minimize impact.

Project and Issue Management

• Oversee client-related projects, aligning client goals with company objectives to ensure mutual success.
• Proactively manage client issues and ensure timely resolution by coordinating with cross-functional teams.
• Act as primary liaison between client and Engineering for any technical issue. Recreate, troubleshoot, and test issues in order to speed collaborative efforts and ensure quality.
• Act as the first line of communication with the clients to ensure they are well informed and care in the event of an issue.
• Utilize Jira or another client servicing tool to track issues, monitor trends and measure resolution success.

Process Improvement

• Identify and implement process enhancements to deliver best-in-class support to clients.
• Continuously evaluate workflows and client feedback to refine operational strategies and support processes.
• Provide Client Success Manager with cumulative client feedback and enhancements ideas.

Desired Skills & Experience :

• Bachelor's Degree in Business, Project Management or similar fields required.
• Great organizational skills, with the ability to manage multiple client needs and projects simultaneously.
• Curiosity to learn and apply that learning to help teach/train others.
• Proactive problem-solving skills and client-first attitude.
• Goal-oriented, organized team player.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent verbal and written communications skills.
• Proficiency in Microsoft Office Suite of Products, including Outlook, Word, and Excel.
• Self-motivated and able to thrive in a results-driven environment.
• Position may, on occasion, require evening or weekend client support.
• Demonstrated growth mindset, embracing new ideas and approaches, and constantly seeking opportunities for personal and professional development

Our Culture:

At Dash Solutions, our culture fosters growth, innovation, and impact. We’re a community of forward-thinkers where creative ideas are encouraged, and individuals are empowered to lead. In our high-growth environment, you’ll have the autonomy to manage your domain, with the strong support of a team committed to Making Payments Mean More. Employees at Dash Solutions are united by our mission, aligned with our vision, and driven by the values that make us unique. Here, we believe that personal growth fuels company success, and we support each other every step of the way.

Some Benefits to Working at Dash Solutions Include:

• Competitive salary and benefits package
• Flexible PTO policy
• Matching 401(k) plan
• Comprehensive medical, dental, vision, life, and disability coverage
• Transparent, supportive culture with a highly accessible executive team and regular company-wide updates
• Engaging corporate culture with events, perks, and team celebrations

Our Core Values

• Solutions : We create innovative solutions that drive long-term value for our clients and shareholders
• Passion : We are passionate about delivering for our clients every day
• Authenticity : We lead and communicate authentically - with purpose, clarity, and candor.
• Respect : We row together with respect for everyone and enjoy the ride
• Knowledge : We learn, we grow, we continuously evolve

Diversity & Inclusion at Dash Solutions:

Dash Solutions is proud to be an Equal Opportunity/Veterans/Disabled/LGBTQIA+ Employer. We believe in fostering a workplace that values diverse perspectives and backgrounds, and we are committed to a fair, inclusive recruitment process. Candidates from all backgrounds are encouraged to apply and help us shape the future of payments.