Customer Success Manager - BASYS Processing

Summary

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization.? Perform a variety of activities to manage merchant relationships and experiences to deliver profitability and excellent customer service. Responsibilities include auditing accounts, advising on financial information, products, pricing, and processing techniques.

Essential Functions

• Directs and manages merchant relationships within varied industry verticals using written and verbal communication.
• Acts as a transaction processing consultant for merchants, providing alternative processing solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• Applies independent judgment in determining alternate courses of action to best assist merchants.
• Works with internal BASYS teams to ensure a high level of support for the merchant.
• Prompt communication with merchant, partners and internal BASYS teams when issue/request has been received and expected date of resolution.
• Investigates and resolves matters with third-party business partners, banking partners, merchants and internal departments.
• Identifies, monitors, and mitigates risk issues per bank and card policy guidelines.
• Utilizes set scheduled calls to increase retention efforts within portfolio.?

Additional Responsibilities

• Consistently meets goals for growth, retention, and customer service.
• Develops, trains and implements educational programs designed to improve merchant's transaction processing performance.
• Inspect merchant processing history to recommend/provide solutions to best fit their processing needs (new equipment, different processing plan, etc.)
• Assist in remediation of outstanding PCI compliance issues
• Completes other assigned duties as requested.

Requirements

• World Class problem-solving skills to help resolve customer complaints or needs
• Excellent verbal and written communication skills to communicate product ideas to clients
• Up-to-date understanding of the industry's consumer behavior
• Strong customer service and interpersonal skills for dealing with different types of customers and clients
• Exceptional analytical skills for analyzing client data
• Time management and multitasking skills in order to handle multiple tasks and clients at once
• Strong organizational skills and attention to detail
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Bachelor's degree in business administration, accounting, marketing or other related fields is preferred
• A minimum of 3 year experience in a financial institution or customer service position required
• Strong Communication Skills Required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.