Customer Success Manager - Avvance POS Lending

 

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

The role of the Customer Success Manager is to deliver a best in class partner experience by supporting enterprise partners from time of sale through implementation and ongoing partnership growth, with a focus on activation, adoption, and monetization across the partnership.The Partner Success Manager works directly with partners to ensure they have the knowledge, tools, and operational readiness needed to successfully launch, activate, and scale U.S. Bank Avvance, including early engagement to set expectations and support a smooth transition from sale to implementation.The Partner Success Manager collaborates with a variety of internal teams to remove roadblocks, strengthen partner engagement, and drive solutions that support performance and growth, while providing ongoing feedback and performance insights to ensure a partner centered experience and advance activation, utilization, and long term partnership success.

Responsibilities Include

• Build strong relationships with Enterprise Partners in the Avvance portfolio, providing end-to-end support beginning during the sales process once a partner commits to moving forward with Avvance.
• Engage partners early to drive activation, adoption, and monetization across the partnership.
• Advise partners on Avvance program components, including integration approach, operating model, enablement, and best practices to scale utilization.
• Support partners through implementation, activation, and ramp, ensuring readiness to launch, onboard merchants, and drive ongoing usage.
• Proactively identify and resolve partner issues by coordinating with internal teams to remove roadblocks and meet partner needs.
• Manage partner communications through email and meetings, ensuring clear documentation and visibility for partners and internal stakeholders.
• Provide feedback and insights to leadership on partner performance, activation progress, and internal process gaps, with recommendations to improve outcomes.
• Adapt to changing priorities while managing a portfolio of enterprise partners.
• Build strong internal relationships and document processes, maintaining SOPs, playbooks, and templates to ensure accurate and up-to-date partner success guidance.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Typically four to six years of relevant experience

Preferred Skills/Experience

• Bachelor’s degree, or equivalent work experience.
• 8+ years of experience in partner success, customer success, relationship management, program management, or a related customer-facing role.
• Demonstrated experience supporting complex clients, partners, or programs.
• Ability to build strong relationships with Enterprise Partners, providing end-to-end support beginning during the sales process once a partner commits to moving forward with Avvance.
• Strong partner engagement skills to drive activation, adoption, and monetization across complex partnerships.
• Demonstrated ability to advise partners on program components, including integration approach, operating model, enablement, and best practices to scale utilization.
• Experience supporting partners through implementation, activation, and ramp, ensuring readiness to launch, onboard merchants, and drive ongoing usage.
• Proven problem-solving skills, with the ability to coordinate across internal teams to resolve partner issues and remove roadblocks.
• Strong written and verbal communication skills, with experience managing partner communications via email and meetings and maintaining clear documentation.