Customer Success Associate

Customer Success Manager

This is a remote position. This entry-level position offers growth opportunities and begins with comprehensive in-person training lasting between 3 to 10 weeks. While the role is hybrid, occasional travel for conferences and quarterly onsite team gatherings is necessary. As a Customer Success Manager, you'll embark on a journey to understand all facets of our business, starting from customer service and data entry to mastering various platforms like the Approvely dashboard, CRM software, and more. While direct sales won't be an immediate responsibility, the ideal candidate will eventually transition into a hybrid role that includes a sales component. This position is meant for someone who has a passion for fast growing early-stage startups and can be a Swiss army knife of sorts. This is the perfect time to join the Approvely team and be able to carve their own team and path as we grow. And all without the bureaucracy of corporate America.

Responsibilities:

• Customer Lifecycle Management: Facilitate onboarding procedures ensuring smooth transitions and user familiarity. Oversee contract renewals and address customer concerns before renewal periods. Drive product adoption strategies by analyzing metrics and customer behavior.
• Advocacy and Support: Encourage satisfied customers to become advocates for the product/service. Address technical issues, provide guidance, and escalate complex issues when needed.
• Account Management and Risk Mitigation: Handle bank-related changes, and manage chargeback tools, and customer service requests. Address chargeback issues, ACH rejects, RDR integration, and PCI compliance for clients.
• Business Development and Activation: Support business growth by activating dormant accounts and expanding service offerings. Assist in onboarding new accounts, attend trade shows, and identify prospects in markets.

Requirements:

• Industry Knowledge: Understanding of the payments industry, CRM, and customer services.
• Skills: Driven and self-motivated with analytical capabilities. Clear and concise communication skills, both verbal and written.
• Abilities: Exceptional organizational skills and ability to manage time effectively. Focus on business growth drivers, remaining positive in challenging situations. Capability to excel in a remote role, staying connected and on task.
• Experience and Tasks: Prior experience in account management, risk identification, and mitigation tasks. Familiarity with managing customer support tickets, prospecting, and partnerships.
• Desired Qualifications:
• Knowledge of Fintech, disbursement, chargebacks, and fraud protection.
• Understanding of cross-functional roles in business development, customer service, and account management.
• Experience with underwriting and risk management processes for onboarding.

Benefits What You'll Gain:

• Professional Development Opportunities: You'll have the chance to immerse yourself in the dynamic world of Fintech, payments, and fraud protection. This role offers a steep learning curve, enabling you to grasp intricate details and trends within the industry. You'll gain practical experience across various functions including disbursement, chargebacks, and risk management.
• Holistic Understanding of Business Functions: This position provides a unique opportunity to comprehend cross-functional roles. You'll gain insights into diverse facets of the business, spanning from customer service to back-office operations, and from account management to strategic business development. Understanding these interconnections can solidify your grasp of how a successful start-up operates.
• Strategic Business Impact: Your contributions will directly impact the company's growth trajectory. As you assist in business development and growth strategies, your projects and initiatives will play a crucial role in shaping the company's success. You'll witness your ideas and efforts making a tangible difference in the organization's overall trajectory.
• Expanded Network and Collaboration: Collaborating directly with the company's founder offers a unique chance to nurture existing relationships and build new partnerships. This role will expand your professional network, connecting you with industry professionals and potential partners, fostering collaborations that drive mutual success.
• Structured Compensation and Benefits: The tiered compensation package, aligned with goal achievement and growth metrics, ensures recognition and rewards for your contributions. Alongside this, health benefits and bonuses form part of the comprehensive package, ensuring your overall well-being and motivation.
• Positive and Collaborative Company Culture: Joining a company that values collaboration, proactivity, and mutual success cultivates a positive work environment. The culture emphasizes action, encourages initiative, and invests in your success, fostering a supportive and motivating workplace atmosphere.