Customer Success Advisor - Commercial

About Working at Commerce 

Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.  

Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. 

Compensation Range

Annual Salary: $70,500.00 - $94,500.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to ensure our clients achieve maximum value and success using our CollectPay Online and Integrated Receivables solutions. You will act as a trusted advisor by building strong relationships, driving product adoption, ensuring client retention, and identifying opportunities for growth within your assigned portfolio of clients and/or products.

Essential Functions

• Leverage your experience to collaborate with Treasury Services Account Managers to perform annual reviews of our CollectPay Online and Integrated Receivables customers to identify opportunities for enhancements that may drive new revenue, user adoption, customer efficiency, and drive value for our customers

• Using industry best-practices, partner with our customers to conduct process improvement analysis, including workflow and platform usage recommendations that will improve their efficiency

• Track customer usage against their allowable subscription capacity and alert customer contacts via systematic reviews in collaboration with Treasury Services Officers to negotiate new subscription capacities where necessary

• Serve as an escalation point for our customers to ensure their needs are met by our support team

• Maintain an open line of communication across multiple lines of business, including sales, relationship management, product management, marketing, operations and IT

• Gain insight into customer needs and identify opportunities that solve market problems

• Stay abreast of the industry trends and competitive landscape related to the assigned product(s)

• Facilitate task-based meetings, such as priority or status meetings

• Effectively participate in team meetings related to their product(s) and provide meaningful feedback and insights

• Contribute to the product rollout (including customer conversion) alongside partners including Sales, Marketing, Operations, Product, IT, Implementations and Customer Support

• Prepare and participate in monthly release review, identify likely targets for product enhancements related to product optimization, and revenue opportunities

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of traditional Treasury Services solutions

• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company

• Ability to maintain a valid driver’s license and meet Commerce Bank’s driving record criteria; ongoing employment may be contingent upon meeting all driving requirements

• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities

• Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Intermediate level proficiency with Microsoft Word, Excel, Teams, and Outlook  

Education & Experience

• Bachelor’s degree in business administration, marketing, information technology, or equivalent combination of education and experience required

• 3+ years of relevant work experience with background in sales, customer service, product or payments required

• Experience partnering with FinTechs to deliver solutions to market required

• Experience using Salesforce CRM or similar CRM required

• Experience selling, supporting, and/or u