Client Success Representative

The Smooth Commerce platform.

One solution brings everything together.

About Smooth Commerce:
Smooth Commerce is a rapidly scaling fintech (SaaS) company primarily operating in the US and Canadian restaurant tech market. Smooth is focused on digitizing clients' customer operations, engagement, and transactions. Our Customer Care expert will ensure client support inquiries are responded too, followed up on and resolved in accordance to service level objectives. Our customer care expert will need to be empathetic to our customers, outgoing personality with a strong business acumen, passionate about providing best in class customer service and is obsessed about enhancing the client experience. This role will accelerate your career with a leader who is encouraging, committed to your professional growth and development and does not micromanage.

About the role:
Smooth Commerce is looking for a Client Success Representative to join our team. The Client Success Rep will report directly to the Director of Client Services and work in close collaboration with the Product/Technical & QA Teams. They will be responsible for triaging client support inquiries, diagnosis and/or troubleshooting the issue to achieve best in class response times to our client and be able to clearly diagnose, identify and report technical issues to the Development teams.

What will you be doing?
- Triage customer support tickets by performing the necessary probing and troubleshooting steps required. From there, clearly diagnosing, identifying, and escalating the issue for further resolution.
- Be responsible to champion all client issues by managing, following up and responding to all client support inquiries within service level objectives.
- Demonstrate your strong communication skills and strong business acumen by communicating effectively and proactively with clients while producing daily, weekly & monthly reporting.
- Contribute and maintain the knowledge base and demonstrate your ability to shine outside of your functional silo by recommending process improvements that enhance the customer support journey and our service excellence.
- Develop and maintain a high trust factor with other internal teams integral to the client support and customer care areas.
- Develop positive working relationships with clients, internal stakeholders & partners in the execution of projects and partner with the Product, Tech & QA teams to ensure client satisfaction.
- Maintain a high-level understanding of the needs of the company and technical platform knowledge.
- Keep abreast with the latest trends and stay ahead of competitors and their service practices.
- Provide voice of the client to the preparation of platform feature enhancements.

What are we looking for?
- Master at active listening, situation assessment, problem definition, and problem resolution.
- Excellent verbal and written communication; specifically skilled at articulating the technical in a non-technical term.
- Strong and demonstrated attention to detail.
- Strong analytical skills with the ability to think creatively and develop non-traditional solutions to complex business challenges
- 5-10 years in customer growth or success experience in either a SaaS, or restaurant tech environment
- Strong internal influencing skills - ability to influence and inspire trust at all levels of the organization.
- Ability to maintain high performance and meet monthly KPI’s with mínimal supervision
- Ability to work under pressure and meet challenging deadlines and the ability to work outside regular business hours as required.
- Strong team player orientation and the ability to interact with all levels of the organization and our diverse workforce.