Client Success Manager II

About POS360


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 through 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 II (CSR II) is pivotal in driving long-term client satisfaction and success through strategic engagement and proactive service. The Client Success Manager II takes on an expanded portfolio of accounts; including designated VIP clients and is responsible for managing accounts with advanced integration needs. Building on the foundation of the Level I role, this position requires greater analytical skills, a higher volume of active accounts, and a deeper command of complex technical implementations to deliver an elevated service experience.

What You'll Own & Drive

Relationship Building:

• Regularly engage with clients to strengthen loyalty and trust in the services provided.
• Act as the dedicated point of contact for designated VIP accounts, providing elevated service, strategic guidance, and white-glove attention.
• Manage a larger portfolio of accounts than Level I, maintaining consistent service quality and engagement across a high volume of clients.

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.
• Oversee accounts utilizing advanced integrations, proactively monitoring issues and coordinating solutions with technical teams.

Profitability Analysis:

• Analyze client profitability to ensure our services are delivering maximum value.
• Identify growth areas and opportunities to enhance the client's experience and financial outcomes.
• Share actionable insights with clients on optimizing strategies and increasing value.
• Develop tailored strategic growth plans for VIP accounts, identifying upsell opportunities and ensuring long-term retention.

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 5 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 in a client success role at POS360, Inc.
• 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 up to 25% Travel


Compensation: $72,000 - $105,000 annually depending on experience

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.