Client Success Manager

The Role

We are looking for a dynamic and innovative Vendor Success Manager to join our team in Portsmouth, NH!

In this role, you will be responsible for revenue and customer delight by proactively guiding customers towards their desired outcomes through the adoption of Paymode services. It is important to understand customers’ needs to identify ways they can maximize the value of Paymode to achieve their business goals. You are responsible for enriching the customer experience throughout the life cycle through proactive engagement and resolving questions and concerns about their Paymode membership. You will work closely with Paymode Vendor Sales team to expand business by identifying new revenue opportunities. And you will work cross functionally with Payer Account Managers and Member Services to address customer questions and concerns resulting in long term Customer commitment to the Paymode network.

How you’ll contribute

• Manage medium to high value customers to protect and grow revenue within the existing customer portfolio.
• Ensure Customer engagement with Paymode service and features to drive customer value.
• Resolve customer inquiries by educating customers about the value of the Paymode services delivered.
• Identify new opportunities and drive customer engagement to expand customer's usage of the Paymode network and services.
• Monitor customer health and create risk mitigation plans where appropriate.
• Identify escalation risk and collaborate with internal teams to retain revenue, remediate, and ensure a positive outcome.
• Build and foster relationships with key points of contact across multiple customers to retain customer loyalty.
• Present and speak to new product enhancements that are relevant to our customers.
• Support customer Business Reviews with Customer Success Managers support.
• Develop and share best-practices to continually improve the quality, effectiveness, and efficiency of our processes.

If you have the attributes, skills, and experience listed below, we want to hear from you:

• Customer Success experience. Demonstrate success managing customer relationships within Enterprise and Growth portfolio in a retention-carrying role.
• 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.
• Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment.
• A genuine interest in helping customers. Empathy and patience are valuable traits when dealing with inquiries and issues.
• Analytical skills with an attention to insights: Provide regular, recurring communications about the pulse of our customers to key internal stakeholders.

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