Customer Success Specialist

About Finfare 

Finfare is an expense management platform that helps small and medium-sized businesses (SMBs) improve their financial health. Finfare enables employers to issue physical or virtual charge cards, set custom spend limits, and have purchases auto matched to receipts to eliminate the need for expense reports. With advanced data visualization and intelligent analytics, Finfare empowers businesses to save time and money so they can focus on growing their business.

The Finfare team is a diverse group of individuals working together to reimagine and develop the future of intelligent payment systems. We believe in an inclusive and supportive work environment that rewards collaboration, contribution of ideas and hard work.

About the Role

We are seeking a talented and motivated Customer Success Specialist to join our dynamic FinTech startup. As a Customer Success Specialist, you will play a crucial role in ensuring the success and satisfaction of our valued customers. You will have the opportunity to build strong relationships, provide exceptional support, and drive adoption of our innovative financial technology solutions.

Responsibilities

• Serve as the main point of contact for customers, addressing inquiries, resolving issues, and providing timely and effective support via email, phone, and other communication channels.
• Onboard new customers, guiding them through the setup process, product features, and best practices to maximize their success and ROI.
• Proactively engage with customers to understand their needs, challenges, and goals, and provide personalized recommendations and solutions to enhance their experience.
• Collaborate closely with cross-functional teams, including product development, sales, and marketing, to advocate for customer needs, gather feedback, and drive product improvements.
• Collaborate in developing new workflows, product documentation, and videos for current and upcoming product lines.
• Monitor customer usage and engagement metrics, identify trends and patterns, and leverage insights to anticipate needs, mitigate risks, and drive adoption and retention.
• Gather feedback and proactively address concerns/issues to equip customers with essential resources for their success
• Identify opportunities for increased engagement and provide recommendations to drive value.
• Conduct regular check-ins, training sessions, and webinars to educate customers on product updates, new features, and industry best practices.
• Champion customer advocacy and loyalty initiatives, including customer testimonials, case studies, and referral programs, to showcase success stories and drive organic growth.
• Stay informed about industry trends, competitive landscape, and best practices in customer success, and leverage insights to continuously enhance our customer experience strategy.
• Collaborate closely with cross-functional teams, including sales & product to ensure a seamless customer experience and timely resolution of any customer-related matters
• Stay up to date with industry trends, competitive landscape, and customer challenges to provide strategic insights and drive continuous improvement of our products and services.
• Other duties as assigned
  

Qualifications and Requirements 

• 5+ years proven experience in a customer-facing role, such as Customer Success or Account Management. 
• Fintech experience with financial products and services strongly preferred.
• Start-up experience is strongly preferred.
• Must be available to work as early as between 5:00AM - 8:00AM on days the bank is open.
• Strong problem-solving and analytical abilities, with the capacity to understand complex concepts and provide innovative solutions to customer challenges. 
• Excellent communication & interpersonal skills, with the ability to build strong relationships and effectively navigate customer interactions. 
• Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines in a fast-paced startup environment.
• Must be Proficient in HubSpot, Smartsheet, Confluence, JIRA, and Zendesk.
• Knowledge of Pendo, Lucid, and Figma is a plus.

Compensation

The salary range for this position is $50k - $60k+ (eepending on experience).

Benefits at Finfare

• Competitive health, vision, and dental benefits (covering 100% premium for employee and all dependent(s))
• Unlimited PTO  
• 401K (with employer matching) 
• Catered lunches 3+ times a week
• Health and wellness reimbursement
• Employee stock purchase plan (if applicable)  
• Work sponsorship (if applicable)
• Parental leave  
• Dog days
• Other employee perks

As part of our dedication to the diversity of our workforce, Finfare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.