Digital Customer Sucess Manager

The kind of person we are looking for:  

Are you passionate about helping customers successfully realize value from the software products they use? Do you like helping customers adopt products and achieve desired business outcomes? Do you love using data to help you determine next steps to make customers wildly successful? If you answered “yes” to these questions, we want you to join our Customer Success team and help us deliver great value to our clients. 

The kind of stuff you will be doing: 

Customer Success Manager (CSM) is dedicated to helping Paytronix clients adopt and accelerate their consumption of the Paytronix Guest Engagement platform. The CSM will manage a portfolio of SMB and mid-market customers using digital channels and in-person interactions. They will ensure ongoing customer satisfaction resulting in retention and growth. 

Your key responsibilities are: 

• Serve as the primary point of contact and escalation point for low-touch clients 

• Partner with CSM leadership to develop a digital communication strategy for low-touch customers 
• Execute on the 30-60-90 post-launch customer onboarding program to low-touch clients 
• Implement tech-touch solutions such as outbound email and messaging campaigns, in-product customer communications, and one-to-many educational sessions 
• Leverage data such as platform usage, support cases, NPS/CSAT surveys and knowledge consumption to assess customer health an identify and mitigate risk in accounts 
• Develop playbooks to address common customer situations 

• Work with Sales to identify and qualify growth opportunities within accounts 
• Interface with the marketing teams to execute digital communication strategies and share best practices 
• Develop an understanding of Paytronix products to help customers adopt and leverage the software to meet their goals and business needs 
• Be a creative problem solver for clients 
• Be effective in teaming with a broad range of colleagues across Paytronix 

• Manage client enhancement requests 
• Ensure client satisfaction, success, and retention 

The kind of experience you’ll need: 

• Technical aptitude to understand and be able to explain the Paytronix Guest Engagement Platform portfolio to clients 
• Experience advocating for customers with internal teams to ensure that their needs are met, and relationship is healthy 

• Demonstrated ability to build relationships with customers, internal teams, and stakeholders that characterize partnership, cooperation, and trust 
• Experience with digital marketing concepts and strategies for customer facing programs 
• Ability to multi-task and desire to thrive in a fast-paced, constantly changing, results-driven work environment 
• Proven track record of satisfying customers 
• Excellent account management skills 

• Experience in the use of business metrics and data 
• Excellent interpersonal skills (verbal and written)  

The extra stuff that would be nice: 

• Experience in the Restaurant or Convenience Store industry 
• Experience working in Salesforce CRM