Client Success Account Manager

Description

As a Client Success Account Manager, you will be the primary point of contact for our Onboarding Channel Partners and Merchant Acquiring Clients. 

Responsibilities
Channel Partner Onboarding: · Build a strong and pleasant onboarding experience for Channel Partners. · Direct, assist and train Onboarding Specialists. · Implement an Onboarding Welcome Packet, including training documents for interface users. · Proactively monitor and identify key performance indicators (KPIs) for the team. · Implement, track, and achieve KPIs. · Create Totango Cadences for Onboarding Experiences. · Client and Partner Interaction: · Collaborate with partners and the product team to provide feedback and suggestions for improving our software based on customer needs and usage patterns. · Work closely with sales and onboarding to identify and address any client concerns or issues during the onboarding process. · Implement onboarding experience surveys for Sales and Agents.   Training and Documentation: · Develop video content for product training to be housed in the Learning Management System (LMS). · Onboarding and Training of New Partners and Merchants. · Create training documentation for onboarding and LMS system content. · Provide client release notes and new product notifications. · Coordinate with the product development team on training for new products. · Train Business Development Representatives (BDRs) per standard operating procedures (SOP) for 60 days. · Coordinate with the Director of Sales for Partner Onboardings.   Account Management and Support: · Define customer success stages in Totango, including Onboarding, Adoption, Expansion, and Retention/Advocacy. · Establish Quarterly Business Reviews (QBRs) for Channel Partners and Acquiring Clients. · Create digital disbursements and restitution implementation guides. · Develop System Admin Training from an outline, including roles and responsibilities of user permissions with IT collaboration. · Oversee Channel Partner/Agent transitions. · Provide RFS (Request for Service) Coverage during the interim period of Training days).   Agent Support: · Serve as the primary point of contact for Channel Partners and Merchant Acquiring Clients. · Build rapport and confidence with clients and partners in the servicing and ticketing process. · Identify improvements within the agent support process. · Triage and troubleshoot client issues. · Triage and troubleshoot Channel Partner issues. · Handle escalated calls/tickets from client support specialists. · Escalate tickets to direct reports. · Conduct weekly call monitoring. · Oversee the Customer Success Queue in Salesforce.
Qualifications
· BS/BA degree in a related field or equivalent experience is desired. · External candidates should have a minimum of 1-2 years of experience managing client accounts or software implementations. · Internal candidates typically require 1-3 years of experience in implementing software. · Strong knowledge of the software life cycle is strongly preferred. · Excellent planning and organizational skills, with a commitment to follow through until processes are completed. · Exceptional interpersonal skills, including verbal and written communication, teamwork, and customer service skills. · Proficiency in using computers and exposure to IT infrastructure components required. · Strong decision-making and problem-solving skills. · Strong analytical ability, particularly in a technical environment. · Proficient in Microsoft Word, Excel, and PowerPoint. Working knowledge of Microsoft Dynamics a plus. · Exceptional conflict management skills. If you are a results-oriented, highly organized professional with a passion for delivering exceptional customer experiences, we encourage you to apply for the Client Specialist manager position at Tyler.

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