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Customer Success Strategist

2 months ago

Phoenix, Arizona, United States REPAY - Realtime Electronic Payments Full time
About REPAY

REPAY ("Realtime Electronic Payments") is a dynamic and rapidly expanding publicly traded financial technology and payment processing firm based in Atlanta, Georgia, with a national presence.

REPAY empowers its clients to process payments at any time, from any location, and through various channels, ensuring a secure, seamless, and enjoyable payment experience for end-users.

We provide a comprehensive array of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems, all equipped with full IVR, text, and mobile capabilities.

The adaptability of our products enables merchants of all sizes to integrate a powerful suite of intelligent payment technology solutions into their operations without incurring substantial development costs or infrastructure investments.


Role Overview

The Customer Success Strategist (CSS) is responsible for cultivating robust relationships with clients, engaging with key business leaders and stakeholders, and preparing insightful sales reports.

The CSS also addresses client inquiries and identifies new business opportunities within the existing customer base.

In this capacity, you will collaborate with cross-functional internal teams (including Customer Service and Development departments) to enhance the overall customer experience.

Key Responsibilities

Client Service

• Act as the primary point of contact for all matters related to your accounts.
• Establish trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors to prevent churn.
• Gain a comprehensive understanding of key customer needs and requirements.
• Foster relationships with existing clients by consistently proposing solutions that align with their objectives.
• Ensure timely and successful delivery of our solutions in accordance with customer needs and goals.
• Serve as the communication bridge between key customers and internal teams.
• Address any issues and challenges faced by customers and manage complaints to uphold trust.
• Assist with complex client requests or issue escalations as necessary.
• Maintain accurate client records.

Business Development

• Play a vital role in generating new sales that lead to enduring relationships.
• Build and sustain strong, long-lasting client partnerships.
• Identify new business opportunities with existing clients and/or areas for improvement to achieve sales targets.
• Collaborate with the sales team to identify and cultivate opportunities within the territory.
• Engage with various integrated partners.

Reporting

• Prepare comprehensive reports on account status.
• Generate regular progress reports and forecasts for internal and external stakeholders using key account metrics.
• Clearly communicate the progress of monthly/quarterly initiatives to relevant stakeholders.
• Conduct annual or semi-annual CONNECT Meetings.

Thought Leadership

• Stay informed about industry news and trends.
• Share insights on industry trends, benchmarks, and developments with clients.
• Identify opportunities for educational events with customers.

Qualifications

• Bachelor's Degree preferred.
• Proven ability to devise and implement strategies, resolve complex issues, and work independently.
• Experience with banking and credit union clients is preferred.
• Familiarity with CRM systems and practices (e.g., Salesforce).
• Proficiency in Microsoft Excel, Word, and PowerPoint is essential.
• Willingness to travel for client visits and user conferences (approximately 30%).

Why Join REPAY?

Cultural Commitment

As a leading financial technology provider in the Consumer Finance and Business to Business sectors, we consistently set the benchmark for application development and delivery.

Our leadership fosters an environment where each team member can make a significant impact and reach their full potential.

We prioritize transparent communication through company-wide meetings where leaders share the company vision and encourage employee engagement.

Dynamic Work Environment

We offer:
• A blend of business and casual dress code.
• Complimentary snacks and beverages.
• Open-air collaborative team settings.
• Recognition as a Great Place to Work for multiple consecutive years.
• A fun, intelligent, and collaborative team that enjoys working together.
• Commitment to giving back to our local communities through various philanthropic initiatives.

Innovation and Education

We develop sophisticated payment processing applications and continuously strive to push the boundaries of innovation.

We provide the necessary resources to ensure that new ideas can be rapidly developed with high quality.

We encourage ongoing education, including participation in professional conferences and events.


Employee-Centric Approach

We believe in the value of our people and are deeply committed to their success.

Our comprehensive benefits package includes full coverage of employee healthcare premiums and various free benefits, such as life and disability insurance, along with resources for work-life balance.

All benefits commence on the first day of employment.

We also offer a 401(k) plan with employer matching and an Employee Stock Purchase Plan.

Employees are eligible for our Annual Bonus Program, which rewards outstanding individual performance and goal achievement.


Diversity and Inclusion

REPAY is an Equal Opportunity Employer, dedicated to fostering a culture where diversity, equity, and inclusion are paramount.

We are committed to building teams and a company where all employees can thrive, regardless of their background.

Celebrating diverse perspectives allows us to embrace uniqueness and continue to innovate.