Vendor Success Associate

Position Title: Customer Success Associate – Paymode Department: Vendor Success

• As a Customer Success Associate, you will be responsible for customer delight by guiding customers towards their desired outcomes of the Paymode  service. 
• It is important to understand customers’ needs to identify ways they can maximize the value of Paymode to achieve their business goals while balancing against and retaining Paymode revenue.
• You are responsible for intake of vendor inquiries and escalations and managing these in a timely manner through to resolution with the goal of mitigating revenue lost.
• You will work cross functionally with Payer Account Managers, Member Services, Reporting and Vendor Success Operations to address customer questions and concerns resulting in long term Customer commitment to the Paymode network.

Essential Job Functions:

• Resolve customer inquiries by educating customers about the value of the Paymode services delivered while protecting revenue within the existing customer portfolio. 
• Ensure Customer engagement with Paymode service and features to drive customer value. 
• Identify escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome. 
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes. 
• Support customer reviews in the gathering and synthesizing of customer data across the various Paymode applications and back office system.
   

Preferred Skills: 

• Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment. 
• This role is specifically for night shifts, so candidates must be working in a hybrid or WFO setup aligned to night shift schedules.
• Strong communication skills to effectively communicate and interact with customers at various levels, understanding their needs and providing clear direction on how Paymode addresses the needs. 
• A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues. 
• Always positive, driven to excel and takes initiative. 
• Confident, self-motivated, and a true team player 
• Minimum of 1 year experience within the FinTech industry 
• Awareness of the broader payment ecosystem and competitive landscape relative to the payments world is a plus.
• Experience using CRM applications for customer management, customer success program reporting is a plus

Education and Experience: 

• Bachelor’s Degree or higher, with a business or technical focus.