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Client Success Specialist

2 months ago

New York, New York, United States ReCharge Payments Full time
Overview

The Customer Success Division at Recharge is in search of a Customer Success Manager based in the New York City area. This role requires a driven and resourceful individual who will utilize their consultative approach, analytical thinking, and interpersonal skills to assist our Recharge Merchant clients.

The Customer Success team plays a pivotal role in our organization's achievements. By collaborating with a portfolio of high-performing merchants, you will have an immediate impact by fostering long-term relationships and aiding them in achieving their business objectives.


Important Note:

Although Recharge Payments operates as a remote-first organization, we seek a candidate who can attend our New York City hub on a hybrid schedule (three times a week) and engage with merchants in person regularly.


Key Responsibilities:
  • Embody and promote our core values: #accountability, #collaboration, #iteration, #details.
  • Collaborate with clients to comprehend their business goals, purchased products, challenges, technology stack, and more to ensure retention and contract renewal.
  • Oversee the success of a designated portfolio primarily focused on the New York City region.
  • Enhance your understanding of their business to lead strategic discussions regarding data insights, KPIs, value, and overall success with Directors and C-level stakeholders, including the ability to attend and facilitate in-person business meetings.
  • Utilize your customer relationships and product expertise to ensure product adoption and create upsell opportunities that support our clients' growth.
  • Employ Salesforce data and other analytical platforms to gain a comprehensive understanding of your book of business's health and leverage that data to identify and mitigate potential risks.
  • Engage in quarterly business reviews with clients, often in person, to build and continuously update mutual success plans that align business objectives with effective growth strategies.
  • Participate in 1-3 local events each quarter hosted by Recharge or our partners.
  • Through a consultative approach, advocate for support and product requirements.
  • Act as an internal champion for our merchants by collaborating cross-functionally to communicate their critical business needs and deliver solutions.
  • Maintain accurate data within our internal CRM and other systems to ensure that Recharge's leadership team has reliable information for review.

Qualifications:
  • A minimum of 3-5 years of experience in eCommerce, either with a brand or managing accounts at a SaaS company.
  • At least 1 year of experience utilizing CRM tools, preferably with direct experience in Salesforce and Gainsight.
  • Experience in a customer-facing role with responsibility for contract renewals.
  • Demonstrated success in using data and analytics to develop actionable insights for customer strategic planning.
  • Exceptional communication skills applicable at all organizational levels, particularly with C-level executives.
  • Intermediate technical proficiency with the ability to engage in discussions surrounding complex technical concepts.
  • Strong resourcefulness and the ability to prioritize competing requests from clients while collaborating internally with stakeholders to ensure success.
  • Willingness to work in New York City on a hybrid basis and a desire to contribute to a high-growth organization.