Customer Success Manager, Payments

As a Customer Success Manager with our Payments group at Corcentric, you will join a fun, collaborative team within an ambitious, entrepreneurial global organization. You will serve as the customer advocate and central point of contact for Corcentric’s Payments product offerings, proactively driving frontline customer satisfaction.

This position focuses on working with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. You will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Additionally, you will create and retain customer loyalty by establishing rapport, planning and developing customer-focused programs, overseeing concern resolution, and facilitating successful service delivery.

This key position reports to the Director, Customer Success - Payments within our Global Customer Success team. We’re passionate about ensuring that our customers have the right solutions to reach their business goals and are committed to driving value aligned with achieving positive business outcomes. We’re a success-driven team in a growing organization offering plenty of opportunity to make impacts and build careers. We look forward to adding you into the mix!

As a Customer Success Manager, you’ll be responsible for:

• Being the central point-of-contact for all post-sales activities, including customer onboarding, consultative guidance, product training, technical support, and account management activities
• Understanding the portfolio of diverse customers, working to strengthen customer relationships through support, training and strategic dialogue with key users and contacts, as well as providing business insight and support to optimize customer experience through efficient service delivery
• Serving as a trusted advisor to customers, delivering best practices, guidance, and an empathetic ear

• Developing and maintaining relationships with multiple customer contacts, enabling them to understand and address their complete needs and promote advocacy (referrals, testimonials)
• Establishing a roadmap for each customer’s long-term success by facilitating frequent checkpoints to ensure milestones attainment, pivoting and adjusting plans as needed
• Conducting regular reviews with customers to provide the highest standard of quality and “best in class” service
• Coordinating with Product, Delivery, and Support teams to meet customer needs as it relates to requesting product enhancements, ensuring successful deployments, and ongoing maintenance of customer relationships
• Actively contributing towards maximizing product adoption and usage with all customers, promoting additional expansion, functionality utilization, and upgrades

• Identifying opportunities to increase the product footprint throughout all Corcentric customers
• Acting as the internal advocate for customers by facilitating internal teams and projects to solve customer needs
• Assisting in product demonstrations, handling customer queries, and training users
• Proactively identifying issues and potential concerns in the relationship and work to rectify these with Sales, Customer Support, Development, IT, and Management

• Performing gap analysis to identify problem areas or pain points for the customer, and advising how they can be addressed
• Working closely Product Teams on enhancements and feature requests
• Providing input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction
• Developing effective internal and external communication mechanisms to contribute to overall customer service enhancements
• Proactively identifying critical success factors and areas of business process improvement designed to enhance the overall customer experience and drive excellence

Requirements

You’ll need to have:

• Successful experience in a dedicated Account Manager, Customer Success, Customer Service, or Sales role within a Software-as-a-Service (SaaS) organization
• Exceptional interpersonal skills, with the ability to build effective internal and external relationships throughout all organizational levels, including cross-functional colleagues and executives

• A passion for customer satisfaction, prioritizing respectful and courteous communication in all customer interactions
• Technical and analytical problem-solving skill
• A commitment to diversity of thought and consideration of different ideas
• Comfortable communication and presentation skills, interacting in both one-on-one and group settings