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About Billfold
Billfold was founded in 2016 by food and beverage operators who were pressed to create their own “Cashless” solution that fully addressed their needs around payment speeds. Whether it’s a 500 or 500K person event, Billfold is the only RFID cashless point of sale solutions company for live events and festivals that’s built to support operators at scale. Billfold thrives on providing win-win scenarios, always looking after the client’s ROI as we implement solutions that truly drive revenue and experience objectives.
Role Purpose:
Join our dynamic team at Billfold as a Client Success Manager (CSM) and become a crucial link between our innovative payment solutions and our valued customers. As a CSM, you'll guide our clients through every step of their journey with us, ensuring they experience maximum value and success.
Collaborating closely with Sales, Operations, and Product teams, you'll leverage your expertise to tailor our offerings to meet each client's unique needs. By understanding our customers' goals and challenges, you'll help them unlock the full potential of our solutions, driving measurable outcomes and fostering long-term partnerships.
If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, collaborative environment, we want to hear from you. Join us in empowering our clients to achieve their objectives and drive growth with Billfold.
Roles and Responsibilities
- Collaborate closely with the Sales team to facilitate a seamless transition for new customers into product onboarding and implementation, laying the foundation for long-lasting relationships that drive repeat business.
- Serve as the primary point of contact for clients, proactively following up on deliverables according to agreed-upon service timelines, fostering trust through consistent accountability, follow-through, and punctuality.
- Build and nurture trust-based relationships with clients, both virtually and in person. Demonstrate reliability and responsiveness in addressing customer needs and concerns while also advocating for their interests within the organization as the customer's voice.
- Proactively identify opportunities for upselling and contract renewals in collaboration with the Sales team, leveraging insights from client interactions and feedback to drive revenue growth and maximize client lifetime value.
- Conduct thorough evaluations and analyses of client requirements, including bespoke requests, and effectively communicate these needs to internal teams, ensuring that solutions are tailored to meet client expectations.
- Provide ongoing product education and high-level technical support to clients, utilizing remote support resources as necessary to address any issues or inquiries promptly and effectively.
- Maintain accurate client records and feedback logs utilizing Salesforce CRM and internal project management channels such as Teamwork, Slack, and Google Workspace, ensuring that pertinent information is readily accessible for internal review and analysis.
- Coordinate closely with assigned deployment lead(s) to communicate project requirements effectively, ensuring alignment and clarity throughout the implementation process.
- Collaborate with the Billfold accounting lead to verify billing accuracy post-implementation, comparing planned versus actual delivery to ensure transparency and accountability in financial transactions.
- Actively seek and cultivate referral opportunities from satisfied clients, leveraging positive experiences to expand our client base and further enhance our reputation in the market.
Role KPIs/Success Measures
- Maintain a customer renewal rate of 90% or higher, ensuring that our clients continue to find value in our solutions and choose to extend their partnership with Billfold.
Knowledge and Skills
- Required Proven Track Record in B2B Client Success: Demonstrate a minimum of 3 years of experience in B2B client success, account management, or similar roles within fast-paced environments. Your background should show a consistent drive to exceed sales targets and deliver exceptional service to clients.
- SaaS Expertise: Possess existing knowledge and experience working within a Software as a Service (SaaS) environment. Understand SaaS business models' unique dynamics and challenges, including subscription-based services and recurring revenue streams.
- Client Success Best Practices: Familiarity with client success best practices is essential. You should have a deep understanding of how to effectively manage client relationships, drive the adoption of software solutions, and ensure ongoing customer satisfaction.
- Proficiency with Salesforce CRM: Experience using Salesforce CRM or similar customer relationship management platforms is highly desirable. You should be comfortable leveraging CRM tools to track customer interactions, manage accounts, and extract insights to inform strategic decisions.
- Technical Aptitude: Possess a strong aptitude for understanding and effectively communicating about technical software products. You should be able to articulate the value proposition of our payment technology to clients and provide technical support as needed.
- Project Management Skills: Demonstrate experience in project management, including the ability to coordinate cross-functional teams and manage multiple client engagements simultaneously. Strong organizational skills and attention to detail are crucial for success in this role.
- Experience in Live Events or Event Tech: Previous experience working in live events, ticketing, or event technology is advantageous. Understanding the unique requirements and challenges of the events industry will enable you to serve clients better in this space.
- Payments, E-commerce, or Digital Marketplaces Knowledge: Familiarity with payments, e-commerce, or digital marketplaces is highly beneficial. Experience in these domains will enhance your ability to understand client needs and provide tailored solutions.
- Contract Negotiation and Renewals: Demonstrate proficiency in contract negotiation and the execution of renewals. You should have experience managing contract terms, negotiating pricing, and ensuring timely renewals to maintain a healthy book of business.
- Experience Managing Large Accounts: You should have a track record of maintaining a book of business in excess of $1 million annually. You should be comfortable managing large accounts, prioritizing strategic relationships, and driving revenue growth within your portfolio.
Behaviors and Abilities
- Effective Communication: Communicates appropriately across all channels (verbal, email, Slack, etc.), adjusts communication style based on the audience (co-worker, manager, client, etc.), delivers information in a concise and timely manner
- Reliability and Dependability: Takes ownership of role responsibilities and tasks without much follow-up, plans and prioritizes work to meet deadlines and commitments, and consistently achieves results, even under challenging circumstances
- Problem-Solving: Applies knowledge of Billfold and the live events industry, makes good and timely decisions that move the business forward, takes on new opportunities and challenges with a sense of urgency and enthusiasm
- Cooperation and Teamwork: Builds strong relationships with co-workers and external stakeholders, manages conflict with others effectively and with minimal impact, relates openly and comfortably with diverse groups of people
Billfold is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
