Customer Success Account Manager

Join Fintech SBT as a Customer Success Account Manager!

We are seeking a highly motivated and results-driven Customer Success Account Manager to join our Customer Success team. The individual will take ownership of key strategic accounts, focusing on retaining, expanding, and ensuring exceptional customer service to fuel our client’s success.

As a Customer Success Account Manager, you will play a pivotal role in driving customer satisfaction, building long-term relationships, and facilitating mutual growth. Your success will be measured by our partners’ achieved success, satisfaction, and continued expansion.

Essential Functions

Strategic Account Administration:

• Serve as a critical point of contact and trusted advisor for a portfolio of strategic customer accounts, building strong, long-lasting relationships.
• Develop and execute strategic account plans tailored to each customer’s business objectives, ensuring alignment with their goals, and maximizing the value they receive from our offerings.
• Proactively identify and mitigate potential risks to customer satisfaction and success, developing and implementing effective resolution strategies.
  
  

Customer Retention And Success

• Drive high levels of customer satisfaction and loyalty, ensuring customers achieve their desired outcomes through the effective use of our products and services.
• Monitor customer health metrics, identify trends, and implement proactive engagement strategies to improve retention rates and reduce churn.
• Conduct regular business reviews with customers to assess progress against their goals, provide valuable insights, and identify opportunities for further engagement and value realization.
  
  

Continued Customer Growth

• Identify and pursue opportunities for account expansion, including cross-telling relevant products and services to meet evolving customer needs.
• Collaborate with the sales team to ensure a smooth transition for new customers and to identify potential growth opportunities within existing accounts.
• Advocate for customer needs internally, providing feedback to product and marketing teams to inform product development and improve the overall customer experience.
  
  

Collaboration And Communication

• Work closely with internal teams, including Sales, Support, Product, Marketing, Finance, Engineering, and Legal, to ensure a unified and seamless customer experience.
• Communicate effectively and proactively with customers through various channels, providing timely updates, addressing concerns, and sharing relevant information.
• Document all customer interactions and account activities accurately and comprehensively within relevant systems.
  
  

Market And Industry Insights

• Stay informed about industry trends, best practices, and competitive landscape to provide valuable insights and recommendations to customers.
• Understand customers’ industries and business challenges to effectively position our solutions and demonstrate their value.
• Share customer feedback and market insights internally to contribute to the continuous improvement of our products, services, and customer success strategies.
  
  

Qualifications

Strategic Account Ownership:

• Minimum of 3-5 years of experience in a customer-facing role, such as Customer Support, Customer Success, Account Management, Sales, or a related field.
• Proven track record of successfully managing a portfolio of customer accounts, achieving retention targets, and driving customer satisfaction.
• Experience with technology solutions is preferred.
  
  

Skills

• Excellent communication and interpersonal skills
• Strategic thinking and problem-solving skills
• Project management and organizational skills
• Technical aptitude with CRM software
• Analytical skills
  
  

Personal Attributes

• Customer Focused – A genuine passion for helping customers succeed and a proactive approach to understanding their needs.
• Results Oriented – Strong drive to achieve goals, improve customer outcomes, and contribute to the organizations success.
• Team Player – Ability to collaborate effectively with internal teams to deliver an exceptional customer experience.
• Adaptability – Able to thrive in a fast-paced environment, manage change effectively, and bounce back and learn from challenges.
• Learning Agility – A commitment to continuous learning and staying updated on industry trends, product developments, and organizational initiatives.
  
  

Our Benefits

• Employer Matched 401K
• Company Paid Medical Insurance Option for Employee and Dependent Children
• Company Paid Dental Insurance for Employee
• Company Paid Vision Insurance for Employee
• Company Paid Long and Short-Term Disability
• Company Paid Life and AD&D Insurance
• 18 Paid Vacation Days a Year
• Six Paid Holidays
• Employee Recognition Programs
• Incentive Compensation
• Business Casual Dress Code
  
  

Fintech SBT (formerly Nexxus Group) is a division of Financial Information Technologies, LLC, (“Fintech”) a leading business solutions provider for the hospitality and retail industries. Fintech SBT is a leader in the Scanned Based Trading segment of on-site Retail. Retailers use Scanned Based Trading when they require their suppliers to consign merchandise into their stores. Fintech SBT manages the Retailer/Supplier price book (the record of what Retailers must pay their Suppliers when merchandise is sold at retail). When a customer purchases the product at Retail, the sales record is sent to Fintech SBT (most daily, some weekly). This information is integrated with the price book to determine the amount owed by the Retailer and to the Supplier. Fintech SBT creates invoices to Retailers, receives payments from the Retailers and then makes payments to the Suppliers.

Fintech is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Fintech’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment. Fintech is a Drug-Free Workplace. We E-Verify.