Customer Success Specialist, Commercial Payments

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

The Customer Success Specialist is responsible for supporting revenue generating teams, carrying out processes to support sales and account management activity, and carrying out processes to meet organizational requirements, directly and indirectly engaging with prospects and customers. This role involves working closely with cross-functional teams, leadership, and internal and/or external stakeholders. The ideal candidate will possess a strong background in sales support, prospect and client engagement, and a deep understanding of the commercial payments landscape.

About This Role:

 

Strategic Commercial Payments Proposal and Presentation Development:

• Work with business development and marketing teams to develop and maintain templates for proposals and presentations and to define proposal and presentation strategy, aligning with prospect needs and priorities.
• Collaborate with cross-functional teams to gather information needed for proposals and presentations.
• Manage the development, review, and revision of proposals and presentations, ensuring alignment with strategic objectives and client requirements.

Develop Materials for Commercial Payments Client Reviews:

• Work with relationship management and marketing teams to develop and maintain templates for reviews and to define review strategy, aligning with client needs and priorities.
• Collaborate with cross-functional teams to gather information needed for reviews.
• Manage the development, review, and revision of proposals and presentations, ensuring alignment with strategic objectives and client requirements.

Contract Administration:

• Work with legal teams to use templates and follow processes needed to compose agreements.
• Meet SLAs for timely composition of agreements.
• Coordinate agreement draft reviews with implementations teams.
• Monitor agreement completion and engage internal and external stakeholders as needed.

Managing Limit Reviews for Commercial Card, ACH, Remote Deposit Capture and other Commercial products:

• Maintain schedule of limit review activity.
• Work with commercial credit teams to define requirements, communicate progress and manage review processes.
• Engage customers directly and indirectly through relationship managers to gather required information.
• Document activity in Salesforce.

Managing Organizational Requests for Information from Finance, Risk and Compliance Teams:

• Maintain tracker of requests.
• Work with risk teams to define requirements, communicate progress and manage review processes.
• Engage customers and marketing partners directly and indirectly through relationship managers to gather required information.
• Document activity in Salesforce.

Assisting Sales Teams with Support Requests

• Research existing customer account setups and applicable product solutions.
• Receive requests for adjustments to existing products and services.
• Engage customers and marketing partners directly and indirectly through relationship managers to gather required information.
• Submit Salesforce support cases and monitor completion.

Project Management & Execution:

• Assist with planning, execution, and delivery of strategic projects in the commercial payments team related to Weiland, FI Partner Initiatives, Strategic Implementations, Issue Resolution, Supplier.
• Adhere to detailed project plans, timelines, and budgets (where applicable).
• Work with technology and product to deliver enhancements and complete projects.
• Monitor and track project progress, identifying and mitigating risks and issues.

Risk Management and Compliance

• Manage research, information gathering and action plans in relation to audits impacting Commercial Payments
• Manage projects related to compliance requirements
• Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
• Ensure compliance with company policies, procedures, and contractual obligations in all internal or external client interactions and transactions.
   

Professional Development:

• Stay abreast of industry trends, market developments, and best practices in sales.
• Seek opportunities for professional development and skills enhancement to continuously improve performance and effectiveness in the role.

Other duties