Customer Success Representative

2 weeks ago


Aventura, Florida, United States SALT Full time

About SALT:

SALT is a leading fintech platform powering the cannabis industry, providing payments, marketing, sales, finance, data, and loyalty infrastructure to over 2,000 dispensaries across the United States.

Job Overview:

As a Customer Success Representative at SALT, you will play a vital role in building and maintaining strong relationships with our merchant clients, ensuring customer satisfaction, driving retention, and promoting growth by providing exceptional service and support tailored to their specific needs.

Key Responsibilities:

  • Customer Relationship Management: Cultivate and nurture long-lasting relationships with assigned merchant clients, understanding their unique business requirements and objectives.
  • Customer Support and Issue Resolution: Provide timely and effective support to customers, promptly addressing inquiries, troubleshooting issues, and resolving problems related to payment processing.
  • Onboarding and Training: Guide and support new customers through the onboarding process, ensuring a seamless transition and successful implementation of merchant processing solutions.
  • Customer Success and Retention: Collaborate with the sales team to identify upselling and cross-selling opportunities based on a deep understanding of customer needs and pain points.
  • Product Feedback and Improvement: Gather customer feedback on our merchant processing solutions, including payment gateways, point-of-sale systems, fraud detection, and payment security measures.
  • Outbound Contacts: Establish and maintain regular communication with current customers to ensure their satisfaction and identify opportunities for growth.
  • Reporting and Analytics: Assist customers with customized reporting features and address any issues that arise.

Perks of Working at SALT:

  • Competitive Salary Range: $40,000-$47,000
  • Comprehensive Benefits Package: Medical, Dental, Vision
  • PTO and Sick Days: Generous time off for relaxation and rejuvenation
  • Paid Holidays: 8 paid holidays per year
  • Free Health Insurance: Comprehensive health insurance for you and your family
  • New and State-of-the-Art Office: Enjoy a modern and comfortable work environment
  • Company Rooftop Gym and Pool: Stay active and refreshed with our on-site fitness facilities
  • Complimentary Snacks: Enjoy a variety of snacks and refreshments throughout the day
  • Company Holiday Party and Team Building Activities: Celebrate milestones and bond with your colleagues
  • Complimentary Parking: Convenient parking for your daily commute

Qualifications:

  • Bachelor's Degree: In a related field
  • Proven Experience: In customer success or account management, specifically within the merchant processing, financial services industry, or cannabis industry
  • Strong Knowledge: Of payment processing solutions, including payment gateways, virtual terminals, mobile payments, and e-commerce platforms
  • Excellent Communication Skills: Both written and verbal, with the ability to convey complex concepts clearly and effectively to diverse audiences
  • Exceptional Problem-Solving Abilities: With a track record of delivering innovative solutions to customer challenges
  • Proficiency in CRM Software: And other relevant tools for customer relationship management


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