Bilingual Client Services Manager

Company Description

G2 has a large, valued, and diverse global client base and is the established leader in e ‐ commerce merchant risk and compliance intelligence and services. G2 solutions help acquirers, ISOs, PSPs, e-com marketplaces, ad platforms, and other members of the payments value chain take on the appropriate level of risk in their merchant portfolios, while protecting against brand damage, illegal activity, and noncompliance assessments.

Job Description

 G2 seeks a Bilingual Client Services Manager who will be the main point of contact and manage numerous clients at different stages of the customer lifecycle by working as a trusted partner allowing customers to meet their business objectives with G2 products. We are looking for a confident and forthright professional who takes initiative and is passionate about customer success.

Since this role supports a global client base, the ideal candidate must be fluent in either Spanish or Portuguese. As G2’s organization expands its presence in the Spanish-speaking and Portuguese-speaking markets, the ability to converse, read, and write proficiently in either language is vital to engage with clients and stakeholders effectively.

This role will interact with clients on a daily basis and provide comprehensive account service management (including but not limited to - training and educating clients on products and services, answering questions on reports/deliverables, providing guidance and recommendations on industry best practices, etc.). The ideal candidate must be comfortable picking up the phone and making outbound calls to clients, hunting down the proper point of contact, and expressing a sense of urgency to escalate issues up the chain when appropriate with clear and concise communication of needs, priority, and risks.

Key Responsibilities: 

• Facilitate overall relationship with assigned clients ensuring retention and customer goals/mission are met or exceeded.
• Interact directly with clients on a daily basis by resolving client inquiries, troubleshooting issues, and providing SME support.
• Collaborate with the Sales team to identify up-sell opportunities, attend client meetings, participate in conference calls, conduct business reviews, and onboarding of clients.
• Develop a deep understanding of G2 products (from end-to-end) in order to educate clients on value of G2 services and solutions.
• Act as an advocate for clients, conveying customer sentiment (Voice of the Customer) and feedback to internal teams to drive continuous improvement.
• Occasional travel and flexibility may be required.

Qualifications

• 2-5 years client/customer service and/or business development experience
• Fluency in either Spanish or Portuguese
• Banking experience with focus on underwriting, compliance, risk management or fraud highly preferred
• Track record of customer focus and excellence
• Outstanding written and oral communication skills
• Strong team player
• Strong working knowledge of Salesforce CRM software
• Working knowledge of Microsoft applications such as Outlook, Word, Excel, PowerPoint, Access, and Teams
• Bachelor’s degree or equivalent experience

Additional Information

LFG and its affiliates G2 Web Services, Inc. and Lundquist Consulting, Inc. (d/b/a LCI) are equal employment opportunity employers and strive to comply with all laws prohibiting discrimination based upon, as applicable, actual or perceived race, color, creed, religion (including religious dress, grooming practices and protective hairstyles), sex, sexual orientation, gender identity or gender expression, pregnancy, marital/domestic partner status, national origin, alienage or citizenship status, primary language, immigration status, military and veteran status (including whether honorably discharged or not), intern or volunteer status, status as a victim of domestic violence, sexual assault, or stalking, ancestry, age, physical or mental disability, AIDS, HIV and Hepatitis C status, medical condition, including cancer and genetic predisposition information or characteristics (or those of a family member), or any other category protected by federal, state or local laws

This position is a fantastic opportunity to work for a remote friendly fast-growing company. We offer a competitive base salary plus bonus along with a comprehensive benefits package including medical, dental, vision, LTD, Paid Time Off and 401(k) savings plan.

LFG and its affiliates G2 Web Services, Inc. and Lundquist Consulting, Inc. (d/b/a LCI) are equal employment opportunity employers and strive to comply with all laws prohibiting discrimination based upon, as applicable, actual or perceived race, color, creed, religion (including religious dress, grooming practices and protective hairstyles), sex, sexual orien