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Customer Engagement Manager

2 months ago

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

Company Overview:
G2 Risk Solutions (G2RS) stands as the foremost innovator and authority in merchant risk onboarding and monitoring solutions within the payments sector since its inception in 2004. By integrating cutting-edge technology with two decades of unparalleled merchant data and seasoned risk expertise, we empower merchant payments providers to expand their operations while mitigating potential fines and safeguarding their reputation.

Role Summary:
The Customer Success Manager will act as the primary liaison for our clients. This role involves daily interactions with clients, delivering comprehensive account management services, which include training clients on our offerings, addressing inquiries regarding reports and deliverables, and providing strategic guidance on industry best practices. Comfort in communicating via calls with clients is essential, as our clientele spans the globe.

Key Responsibilities:

  • Serve as the principal contact for our client portfolio.
  • Oversee account setup and provide training for newly onboarded clients.
  • Deliver exceptional ongoing account management and customer support to ensure client satisfaction and retention.
  • Inform existing clients about the benefits of additional G2 services and solutions.
  • Identify, investigate, track, and resolve client inquiries and issues professionally.
  • Collaborate effectively with internal teams, offering valuable feedback to stakeholders.
  • Engage with internal teams on key initiatives.
  • Manage time efficiently to complete assigned projects and assist colleagues while adhering to strict deadlines.
  • Work within a team of analysts, ensuring effective communication with peers.
  • Complete special projects and other assigned duties as required.

Essential Skills:

  • Ability to manage somewhat repetitive tasks.
  • Comfort in reviewing sensitive and potentially risky web content.
  • Proficiency in MS Office, particularly Excel.
  • Strong self-motivation.

Qualifications:

  • 2-5 years of experience in business development or customer success, preferably in payment or risk management sectors.
  • Proven track record of customer-centric excellence and the ability to anticipate client needs.
  • Exceptional organizational and time management skills.
  • Outstanding written and verbal communication skills.
  • Negotiation and presentation capabilities.
  • Ability to multitask and adapt to rapidly changing priorities, making sound judgment calls.
  • Attention to detail and a commitment to quality, with innovative and creative thinking to ensure a 'best in class' client experience.
  • General computer literacy.
  • Strong team collaboration skills.
  • Bachelor's degree or higher preferred.

Additional Information:
This position offers a remarkable opportunity to join a rapidly growing organization. We provide a comprehensive benefits package, including medical, dental, vision, long-term disability, paid time off, a 401(k) plan, and the potential for an annual bonus.