Customer Success Manager

Job Summary:

Are you driven by purpose and strive to see customers, products and services succeed?

As the Customer Success Manager, you will be over TAB Banks efforts to serve and advocate for our commercial and consumer clients. Within this role you will be communicating with both internal and external customers in order to gain a deep understanding of our customers interactions with products, services, and people. This individual would be responsible for building dashboards outlining performance, engagement, costs, and opportunities. Additionally, from the insights gained within the role you will develop and execute both internal and external action plans to drive higher results.

This is a great opportunity for someone interested in a fun, fast-paced and challenging environment. You will be provided with the opportunity to make contributions immediately while further developing your skills and knowledge to be successful.

Essential Duties and Responsibilities:

• Manage change at the customer level, overcoming customer objections and resolving concerns with key stakeholders
• Oversee the Collaboration with cross-functional teams to ensure smooth and positive customer experiences
• Responsible for building Quantitative and Qualitative Engagement Analytics to determine customer interaction and engagement with the bank.
• Communicates with internal departments and external vendors to facilitate platform development aligned with customer needs and desires to ensure high level of engagement on the platform
• Develop and track all customer-related activities, communication and opportunity tracking and engagement metrics.
• Create and achieve key success metrics including adoption and engagement goals
• Use data to determine success of current implementation and recommend changes/additions to drive desired customer outcomes
• Execute and report on Customer enrichment plans
• Determine profitability reviews for each product and service
  • Work closely with all related departments to establish and create service level agreements
• Perform periodic customer interviews
• Other duties as assigned

Education and Experience Requirements:

• Bachelor's degree in a financial or business-related discipline
• 5+ years of financial experience in customer centric roles

Knowledge, Skills, and Abilities Requirements:

• Ability to Develop Quantitative and Qualitative Engagement Analytics
• Good communication skills and attention to detail
• Self-starter who can be relied upon to complete tasks and add value to our product
• Ability to identify and resolve root cause friction points
• Ability to interact and work with other departments and multiple levels of leadership

TAB Bank Offers:

• Onsite Gym
• Tuition Reimbursement
• Paid Holidays
• Gym Reimbursement
• College Scholarships for Employees and Families
• 401(k)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• I Made the Grade
• Holiday Club Program
• Medical, Dental, Vision, Life and AD&D, Voluntary Disability, Flex Spending & Dependent Care

TAB Bank will not sponsor applicants for work visas.