Customer Success Associate

THE ROLE

As a Customer Success Associate, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will be responsible for cultivating strong relationships, understanding customer needs, managing  integrations to optimize the speed at which customers go live,  and collaborating cross-functionally to drive value for existing customers through our money movement and bank account verification solutions.

THE TEAM

You will work with a group of teammates who are mission driven with a vision to fundamentally transform payments technology for businesses by revolutionizing payment speed, certainty and orchestration. 

KEY RESPONSIBILITIES AND AREAS OF IMPACT

Onboarding and Implementation:

• Lead the onboarding and integration process for new customers, ensuring a smooth and efficient implementation of our money movement and/or bank account verification solutions.
• Collaborate with internal teams, including Sales, Operations, Product, and Engineering  to facilitate a seamless transition from sales to implementation, always with the goal of optimizing how fast customers go live. 

Account Management:

• Serve as the primary point of contact for a portfolio of key customers, building strong, long-term relationships.
• Proactively monitor account health and performance, addressing any issues or concerns promptly.
• Conduct regular check-ins and business reviews to ensure customers are achieving their goals and continue to scale platform usage.

Customer Advocacy:

• Nurture and deepen our relationship with customers to allow our Customer Success and Marketing leads to facilitate case studies, testimonials, and referrals.
• Provide exceptional support to clients, troubleshooting and resolving issues in a timely manner.
• Collaborate with internal teams to escalate and resolve complex issues.

Product Advocacy and Feedback:

• Act as the voice of the customer within the company, providing feedback to the engineering  and product teams.
• Advocate for new features and improvements based on customer needs and feedback.

Cross-functional Collaboration:

• Work closely with sales, marketing, product, engineering, and operations to ensure customer success initiatives align with company goals.
• Participate in the development and execution of customer success strategies and programs.

YOU SHOULD APPLY IF:

• 2+ years experience as a technical resource for customers integrating APIs
• You can elevate the voice of the customers
• You want to grow your customer success expertise including the ability to identify expansion opportunities and think strategically about how to drive growth 
• You’re constantly thinking about ways to improve the customer experience related to our, technology and support
• You have experience in the payments landscape, specifically around core money movement would be an advantage 
• You are extremely analytical, process-oriented, and love to live in the metrics of your customers.
• You understand and are willing to learn the technical aspect of customer interactions
• Previous experience working with observability and business intelligence tools such as Datadog and Metabase is a plus
• Intellectually curious individual who wants to solve a variety of problems including compliance, payments, risk, and technical 

PAY TRANSPARENCY

At Orum, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. Base salary is market driven at the point in time of offer and is based on tier 1 market data.  The initial base salary for this role will range between $78,000 to $90,000 and is determined on a few factors including your skills, prior relevant experience, quality of interviews, and leveling.