Client Success Manager

Overview

Client Success Manager role at REPAY - Realtime Electronic Payments.

About REPAY (Realtime Electronic Payments / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities.

The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

About The Role The Client Success Manager (CSM) is responsible for developing strong relationships with customers, connecting with key business executives and stakeholders, and preparing client status updates and reports. The CSM answers client queries and identifies new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams to improve the overall customer experience.

• Operate as the lead point of contact for matters specific to your accounts
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors to ensure they do not turn to competition
• Acquire a thorough understanding of key customer needs and requirements
• Expand relationships with existing customers by continuously proposing solutions that meet their needs and objectives
• Ensure the timely and successful delivery of our solutions according to customer needs and expectations
• Serve as the link of communication between key customers and internal teams
• Resolve any issues and problems faced by customers in a prompt manner in conjunction with the Customer Service team; address client complaints to maintain trust
• Assist with challenging client requests; escalate issues to the proper teams, as needed
• Maintain client records
• Develop knowledge of REPAY’s solutions and product offerings to facilitate upsells and cross-sells

• 3-5 years of account management experience with a proven track record of retaining and growing a client base
• Payments experience is preferred but not required
• Bachelor’s Degree preferred
• Demonstrated ability to create and execute strategy, resolve complex problems, and work independently
• Familiarity with CRM systems and practices (e.g., Salesforce) is strongly preferred but not required
• Proficiency in Microsoft Excel, Word, and Power Point
• Excellent written and verbal communication skills
• Strong organizational skills
• Comfortable presenting in front of clients
• Willingness to travel for visiting top clients and user conferences

Culture is a priority at REPAY, with focus on growth, people-centered leadership, and innovation. REPAY supports continuing education and provides resources to develop new ideas from clients and employees. The company emphasizes open, transparent communication and a collaborative work environment.

REPAY offers a comprehensive benefits package with 100% coverage of employee health premiums, life insurance, disability insurance, work-life balance resources, and a 401(k) with employer match. An Employee Stock Purchase Plan and annual bonus program are available. REPAY is an Equal Opportunity Employer and promotes a diverse, inclusive culture. All qualified candidates eligible to work in the United States are welcome to apply.

This position is not eligible for hire in California and visa sponsorship is not available.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.