Customer Success Associate

About InvoiceCloud: 

InvoiceCloud 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 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.  Your goal is 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.   

CSA expectation: 

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 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 understanding of the InvoiceCloud solutions to have discussions with 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 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  

 

First 30 days 

• Complete New Hire Training and CSA 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 the 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.