Shape the future of our customer experiences and directly influence product success. Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments.

As a Senior Customer Success Associate in Digital Payments, you will support the launch of new digital products and features, including change readiness for internal teams and driving client adoption. As a core contributor of the team, you will work closely with multiple cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role.

Job responsibilities

Execute product adoption, expansion, and retention activities to support a healthy customer base  Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers Investigates and resolves customer issues in a timely and efficient manner   Track and analyze key metrics to measure customer success and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity Partners with product to assess scheduled updates and deliver messaging to internal partners  Consults with internal partners for updates to procedures and user guides

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise financial services, go to market or customer success  Strong verbal and written communication skills  Strong project management skills Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed Proven experience successfully engaging partners and clients using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps Demonstrated analytical skills and critical thinking ability

Preferred qualifications, capabilities, and skills

Prior client-facing experience supporting digital channels Strong presentation skills Proficient in Microsoft PowerPoint including Pitch Pro Prior product management or product delivery experience, including writing user stories Experience with Jira Align