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Client Success Specialist
3 months ago
Who We Are
FlexPay is the first to market and global leader in failed payment recovery. Our outstanding success is built upon a solid foundation of exceptional culture, adherence to our values, and an innovative AI-driven approach to solving this trillion-dollar problem. FlexPay helps subscription businesses accelerate revenue and profit growth by recovering failed payments, which is the single largest cause of customer churn.
We’re a maturing, institution-backed Fintech SaaS, solving one of the biggest problems faced by merchants. The veteran management team of serial entrepreneurs is supported by a board filled with industry leaders. Our ambition is to redefine payments and in doing so become more than just the next great unicorn, but to become a key element of the infrastructure that makes our world’s economy hum.
We’re a dynamic, welcoming company that strives to hire the best and brightest people. If you are looking for a place to invest your passion, then keep reading
What The Role Looks Like
As a Client Success Specialist, you will assist our team of Client Success Managers by diagnosing and troubleshooting client issues, supporting SMB clients and ensuring their optimal use of the FlexPay platform.
A day in the life of this position includes:
- Diagnosing and troubleshooting issues reported by the Client Success Managers, and/or clients.
- Investigating issues, documenting details and steps taken to resolve them.
- Facilitate the training and onboarding support of SMB clients.
- Owning the relationship with SMB accounts, ensuring clients feel supported and informed.
- Escalating complex issues to the appropriate internal teams for further investigation and resolution, while continuing to document details and keep stakeholders informed of progress.
- Perform vital activities to support the Sales team throughout the sales process for SMB prospects.
- Collaborating with cross-functional teams to address recurring client issues and implement solutions to enhance the client experience.
- Maintaining up to date documentation, knowledge base articles, and FAQs to assist clients with common inquiries and issues.
- Proactively identifying opportunities to streamline processes, enhance workflows and improve service delivery.
- Actively monitoring the performance and data of client accounts to ensure that performance KPIs are being met.
- Developing and delivering regular reports and presentations to clients that highlight key performance metrics, trends, and insights relevant to their business goals.
- Ensuring proper documentation of tickets, technical solutions, and product knowledge base.
- Contributing to the continuous improvement of support processes and procedures.
- Ensuring standard Service Level Agreements (SLAs) are met during implementation and support processes.
Who We’re Looking For
You have several years of experience in a technical client support or client success role, with a technical background and proactive approach to improving client experiences. You are a self-starter, looking to carve out a nice for yourself as the first Client Success Specialist at FlexPay. The role will be yours to shape and expand, with access to both the Client Success and Client Support functions there will be plenty of opportunities to learn and develop.
What We’re Looking For
- 1-2 years of technical client support or client success experience.
- Bachelor’s degree in business, Information Technology or a related field preferred but not required.
- Experience interacting with SMB clients in a support/account management capacity.
- Experience with customer support tools and platforms such as Freshdesk and Azure DevOps.
- Experience using CRM systems like Salesforce.
- Familiarity with Excel and foundational data analysis skills.
- Basic understanding and working knowledge of APIs.
- Excellent verbal and written communication skills, with the ability to handle client issues with tact and professionalism.
- Strong technical troubleshooting and problem-solving abilities.
- Proven experience documenting issues clearly and concisely.
- Proactive approach to identifying and implementing improvements.
- Ability to work collaboratively with cross-functional teams.
- A self-starter driven by success with attention to detail.
- An adaptive learner who always strives for challenges.
- Outside of the box thinking, someone who is not afraid to ask questions and look for new/different solutions.
- Ability to work Eastern business hours.
What We Offer
We’re a quickly growing global company committed to building a team filled with diverse cultures, viewpoints, and experiences. As they say, variety is the spice of life. No matter how large we become, we will always be connected through our shared sense of community and slightly quirky personalities.
Our vibrant culture is filled with talented, creative, deeply curious, high achievers. We believe in and invest in our people because we know they are the secret to our success. We are happy to extend the following benefits to our employees:
- Unlimited paid time off
- 100% remote work
- Flexible hours
- Comprehensive health benefits package effective from day one
- Support for continuous learning and development
FlexPay is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.
