Customer Success Associate

About InvoiceCloud: 

InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud’s secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com. 

Positon Overview

We are seeking a Customer Success Associate (CSA) to build strong relationships with a select group clients. You will be the advocate for your clients. Your success is your client’s success. As their CSA you will be responsible for managing the day-to-day and ensuring your clients are retained and realize the highest value from our platform.  You will manage a mid-market portfolio of 80-125 clients with the goal to create relationships that result in your ability to implement programs that drive retention, increase payment adoption, grow revenue, and expand the client’s awareness and utilization of InvoiceCloud’s full suite of services.

What You'll Do

As an InvoiceCloud Customer Success Associate 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 CSA will:

• Build “trusted” relationships with mid-market clients and delight them at every turn
• Understand the key client health indicators and take necessary steps to minimize any potential churn
• Develop a deep understanding of the InvoiceCloud solutions to have discussions with clients regarding current products and services
• Create an efficient outreach cadence to communicate with a larger portfolio of clients
• Understand the market well enough so you can share best practices with your clients
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all InvoiceCloud 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 CSA to understand issues, describe them and formulate a potential resolution with the supporting InvoiceCloud departments
• Develop trusted relationships with their portfolio that leads to customer references

What we seek

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom
• Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.
• Customer driven, results oriented, efficient, and willing to go the extra mile.
• Outstanding verbal, written, presentation and interpersonal skills are required
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce

How you’ll be measured

• Retention rate – By client count and revenue
• Revenue growth: IC will use the current year’s growth plan to compare forecast versus actual and measure CSA impact.
• Adoption growth: CSAs will use IC reports to determine changes in adoption for items like Autopay, paperless, etc., 
• Add-on Services: To promote new products and generate customer success qualified leads that are passed to sales.
• References: Increasing the number of clients that agree to serve as a reference or participate in a case study.
• NPS Scores and Customer Success Team satisfaction scores

Travel

• Periodic travel to key accounts for meetings or attending conferences as required.

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limite