Client Success Manager

Why Join Us?

• Performance-driven culture with measurable impact.
• Opportunity to grow your career and develop professionally.
• Collaborative team environment focused on success and continuous improvement.
• Meaningful opportunity to directly influence company revenue and client success.

UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off.

As the primary point of contact and an internal advocate for our clients, you won't just manage accountsyou will shape their growth strategy. You will collaborate deeply across our internal departments, lead cross-functional alignment, and champion the seamless experiences our partners love. If you are an exceptional communicator, a natural problem solver, and a strategic thinker looking for a company culture that empowers you to truly own your portfolio and innovate, we want you on our team.

Principle Responsibilities:

• Client Relationship Ownership:
• • Serve as the primary point of contact for assigned clients, managing day-to-day communications, requests, and issue resolution.
  • Develop and maintain strong, long-term relationships built on reliability, timely communication, and transparency.
  • Lead client onboarding and training, ensuring a smooth transition from implementation to ongoing partnership.
  • Coordinate cross-functional support during onboarding to ensure systems, documentation, and expectations are aligned.
  • Provide ongoing education on processes, products, and updates to maximize engagement and success.
  • Lead regular touchpoints and business reviews to ensure alignment with client goals and identify opportunities for improvement or expansion.
• Client Support and Problem Resolution:
• • Accept and manage incoming client communications in a professional and timely manner.
  • Investigate, troubleshoot, and resolve client and consumer issues in collaboration with internal teams.
  • Document cases, resolutions, and recurring issues to identify trends and propose process enhancements.

• Process Improvement and Documentation:
• • Follow and maintain written procedures and checklists to ensure consistency and compliance.
  • Partner with internal departments (Operations, Sales, Compliance, and Finance) to streamline workflows and improve service delivery.
  • Contribute to the creation and continuous improvement of internal and client-facing documentation, FAQs, and guides.
• Reporting and Data Management:
• • Conduct audits of new client and merchant setups, communicate discrepancies and coordinate corrections.
  • Generate and analyze client reports and key metrics to assess performance and satisfaction.
  • Maintain accurate and organized records of client interactions and activities.
• Client Growth and Engagement:

• • Educate clients on company products, services, and updates to drive engagement and retention.
  • Collaborate with the Product and Marketing team to identify and pursue opportunities for account expansion or optimization.
  • Support customer satisfaction initiatives and feedback loops to ensure continuous improvement.

Knowledge, Skills, and Abilities:

• Excellent customer service/customer relationship skills; service-oriented and able to resolve customer grievances.
• Excellent interpersonal skills with a proven ability to collaborate with a team. This includes strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Demonstrated critical thinking and problem-solving skills, with strong attention to detail.
• Proficient in Microsoft Office Suite, CRM or case management systems, and related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:

• 1+ year customer service experience strongly preferred .

Training and Education:

• High school diploma or equivalent required.
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work full-time (average of 40-hours per week).
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.
• Ability to be on location and/or assigned confidential location(s) for client services for all work hours.
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk.
• Ability to answer the phone in a busy environment hear callers and be responsive.
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.

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