Customer Success Manager

About InvoiceCloud: 

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com. 

What You’ll Do:

We are seeking an experienced Customer Success Manager (CSM) to build a strong relationship with a select group clients. You will be the advocate for your clients. Your success is your client’s success. As their CSM you will be responsible for managing the day-to-day and ensuring your clients are realizing the highest value from our platform.  Your goal is to create relationships that result in your ability to implement programs that increase payment adoption, drive revenue growth, and expand the client’s awareness and utilization of Invoice Cloud’s full suite of services.

CSM expectation:

As an Invoice Cloud Customer Success Manager you will be focused on three key areas, retention, growth and advocacy. Driving deep engagement to build lasting relationships with your clients is the key to achieving success across these three focus areas.  A qualified CSM will excel in:

• Building “trusted” relationships with your clients and delight them at every turn
• Understand the key client health indicators and take necessary steps to minimize any potential churn
• Fully understand their clients (and contacts) and identify what is needed to retain and grow them
• Develop a deep understand the Invoice Cloud solutions to have discussions with their clients regarding current products and services
• Understand the market well enough so they can share best practices with their clients
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all Invoice Cloud products to up-sell services and generate customer success qualified leads that result in new revenue
• Have a high-level understanding of how the technology for assigned billers works. This allows the CSM to understand issues, describe them and formulate a potential resolution with the supporting Invoice Cloud departments
• Develop trusted relationships with their portfolio that leads to customer references

Outcomes:

First 30 days

• Complete New Hire Training and CSM training
• Gain an understanding of the IC solution.
• Gain an understanding of the IC internal systems such as Salesforce, Jira, CRM, etc…
• Gain an understanding of the processes for the implementation team, client services team, IT, sales, boarding and training groups.
• Review with management list of clients that will be assigned to you.
• Review sales calls that highlight all phases of the customer journey to understand client needs, InvoiceCloud positioning and value proposition.

First 60 days

• Spend time with the internal IC teams to learn more about our product and process.
• Review past client interactions to understand what is happening with your assigned book of business and understand how to manage your clients moving forward.
• Review (or create) the account plan for each assigned client to ensure that there is full knowledge/understanding of the current relationship. This account plan includes but is not limited to executive overview, products used, technical integration description, list of outstanding issues, risks to the account, key stakeholders, and opportunities for growth.
• Introduce yourself to the list of assigned clients.
• Shadow existing CSMs on their calls with clients.
• Support the team on various campaigns that are running while you get settled and ramp on your own portfolio.

First 90 days

• To create a success plan for assigned clients. The pla