Customer Success Manager

Job Description

Job Description

Grow with a team that leads with service and builds with purpose.

At Basys, we believe success is built on relationships, not transactions. We collaborate, solve challenges head-on and raise the bar for ourselves and each other every day. If you’re energized by meaningful work and motivated to make a real impact, you’ll feel right at home here.

We personalize payments and elevate service so our clients can grow with confidence. And we’re building a company where innovation, care and accountability shape how we work: together.

Summary

The Customer Success Manager is responsible for managing and strengthening merchant relationships to drive retention, profitability, and an exceptional customer experience. This role regularly performs account auditing, transaction processing consultation, risk monitoring and mitigation, merchant education, cross-functional coordination, and issue resolution, requiring strong analytical skills, sound judgment, financial and processing knowledge, effective communication, and a results-oriented mindset to effectively carry out assigned duties.

Employees in this role are expected to perform their duties in accordance with The Way We Work, helping to create a company where innovation and care drive meaningful connections.

Duties & Responsibilities

Essential Functions

• Directs and manages merchant relationships within varied industry verticals using written and verbal communication.
• Acts as a transaction processing consultant for merchants, providing alternative processing solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• Works with internal Basys teams to ensure a high level of support for the merchant.
• Prompt communication with merchant, partners and internal Basys teams when issue/request has been received and expected date of resolution.
• Investigates and resolves matters with third-party business partners, banking partners, merchants and internal departments.
• Identifies, monitors, and mitigates risk issues per bank and card policy guidelines.
• Utilizes set scheduled calls to increase retention efforts within portfolio.
• Responsible for answering and documenting inbound and outbound calls and responding to email correspondence in a timely manner.

Additional Responsibilities

• Consistently meets goals for growth, retention, and customer service.
• Develops, trains and implements educational programs designed to improve merchant transaction processing performance.
• Inspect merchant processing history to recommend/provide solutions to best fit their processing needs (new equipment, different processing plan, etc.)
• Assist in training new team members or shadowing sessions as needed.
• Assist in remediation of outstanding PCI compliance issues.
• Support merchant re-applications end to end, coordinating required documentation and follow-ups to ensure accurate, timely resubmissions, with additional compensation provided for each successfully completed application
• To remain innovative and efficient, the use of AI tools is typical and expected within this role and at Basys.
• Completes other assigned duties as requested.

Requirements

• World Class problem-solving skills to help resolve customer complaints or needs
• Excellent verbal and written communication skills to communicate product ideas to clients
• Up-to-date understanding of the industry's consumer behavior
• Strong customer service and interpersonal skills for dealing with different types of customers and clients
• Exceptional analytical skills for analyzing client data
• Time management and multitasking skills in order to handle multiple tasks and clients at once
• Strong organizational skills and attention to detail
• Experience delivering client-focused solutions to customer needs
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Bachelor's degree in business administration, accounting, marketing or other related fields is preferred
• A minimum of 3 year experience in a financial institution or customer service position required
• Strong Communication Skills Required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.