Customer Success Manager

Come build the next-gen fintech at Early Warning, network operator of Zelle, where we’re relentlessly focused on empowering prosperity in all its forms. From fast money movement for over 100 million people who can access Zelle directly through their banking app to new account opening and beyond – we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we’re only getting started. With new state-of-the-art offices in Scottsdale, AZ (Headquarters), Chicago, IL, San Francisco, CA – plus a growing presence in New York City – we’re entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Chicago, IL, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. We are not actively recruiting in Rhode Island. People matter to us, so we think our best work is done when we’re together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual (“remote”) workplace models. Join us and make your mark on what’s next in fintech. Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position. Overall Purpose This position is the primary point of contact for Early Warning's customers. Provides high level support to remove customer support impediments. Represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions. This role will use their in-depth knowledge of business processes, deep knowledge of the product being sold and technical understanding to drive and increase adoption and utilization of company products. Should recommend product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) to achieve customer's desired result. May also have expertise in specific areas such as certification, contracting and billing. Those roles would focus less on product functionality and more on the specific area of expertise. Essential Functions Responds and provides support of all customer incoming calls, emails or other social media platforms and ensures their resolution. Proactively responds to customer queries and ensures consistent, thorough communication until issue is solved or complaint is adequately resolved. Raises third-party vendor tickets and oversees the ticket through resolution. Resolves incidents and complaints; updates case management system with actions taken. Handles and responds to customer escalations only involving the Manager when escalation is required. Leads discussions with more junior team members to share knowledge and understand customer needs; includes sales team in escalations and sensitive resolutions. Ensures department is in compliance with internal policies and procedures. Collaborates with sales to understand and negotiate through billing and contractual challenges specific to each customer. Maintains records of changes, product enhancements, product pricing or other customer specific items; proactively building out customer background and learns to recognize new business opportunities. Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery and billing inquiries. Formulates recommendations for process efficiencies throughout the department. Supports the company’s commitment to protect the integrity and confidentiality of systems and data. Minimum Qualifications Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management or related field. Prior customer support and escalation experience. Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis and service management (such as log interpretation and performance monitoring). Excellent written, verbal and interpersonal communications skills. Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools. Background and drug screen. Preferred Qualifications Financial services / banking experience preferably in customer service/sales roles. Contract experience; reading, reviewing and general understanding of contract documents. Additional related education and/or experience preferred. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. Physical Requirements Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor. Some of the Ways We Prioritize Your Health and Happiness Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses. 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility. Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day. 12 weeks of Paid Parental Leave. Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work. And SO much more We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. #J-18808-Ljbffr