Customer Success Manager

5 days ago

New York, New York, United States G2 Risk Solutions Full time
Job Description

G2 Risk Solutions is a pioneer and leader in merchant risk onboarding and monitoring solutions for the payments industry. We combine modern technology with 20 years of unique merchant data and tenured risk expertise to help merchant payments providers grow their businesses while avoiding costly fines and reputational damage.

The Customer Success Manager will serve as a main point of contact to our clients in New York, interacting with them on a daily basis and providing comprehensive account management. This includes training and educating clients on products and services, answering questions on reports and deliverables, and providing guidance and recommendations on industry best practices.

The ideal candidate will be comfortable making and receiving calls to/from clients, who will be located across the globe. The Customer Success Manager will work collaboratively with Sales, Marketing, Operations, and other cross-functional teams to deliver exceptional customer service.

Key Responsibilities:
  • Manage account setup and train newly boarded clients.
  • Provide outstanding on-going account management and customer support, ensuring client satisfaction and retention.
  • Educate existing clients on the value of additional G2 services and solutions.
  • Identify, investigate, track, and resolve inquiries and issues in a professional manner.
  • Contribute and work collaboratively with internal teams, providing relevant feedback to internal stakeholders.
  • Manage time well to complete assigned projects, assist teammates, and meet strict deadlines.
  • Work within a team of other analysts, communicating effectively with colleagues.
Critical Skills:
  • Ability to tolerate somewhat repetitious tasks.
  • Tolerance for reviewing sensitive and risky web content.
  • Familiarity with MS Office and Excel in particular.
  • Good self-motivation.
Qualifications:
  • 2-5 years business development/customer success experience (payment, risk management, or related field/industry a plus).
  • Track record of customer focus and excellence and the ability to anticipate the needs of customers.
  • Superior organizational and time management skills.
  • Outstanding written and oral communication abilities.
  • Negotiation and presentation skills.
  • Ability to multi-task and adapt to quickly changing priorities, being able to make sound judgment calls.
  • Attention to detail and quality of work, innovative, creative thinking skills to ensure the organization is providing a 'best in class' client experience.
  • General computer knowledge.
  • Strong team player.
  • Bachelor's degree or higher desired.

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