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 (60-90 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.