Client Success Coordinator

Headquartered in Birmingham, AL, Dash Solutions is a fast‑growing payments company that provides forward‑thinking organizations with everything they need to make payments and rewards more meaningful to their business and the people they pay. Led by a team of payments industry experts, Dash Solutions has a proven track record of delivering innovative payment and engagement solutions. We are committed to excellence, innovation, and delivering exceptional value in this rapidly evolving market.

At Dash, we're not just looking for employees; we're looking for team members who embody our core values and share our passion for revolutionizing the payments industry. Here's what we seek in every hire, regardless of the role:

• Cultural Fit: We thrive in a culture of respect, authenticity, and a relentless pursuit of improvement. We challenge the status quo and embrace change as an opportunity for growth.
• Mission‑Focused: We're on a mission to transform the payments industry, and we expect all team members to share our commitment to this goal. We're looking for individuals who are driven by purpose and eager to make a meaningful impact.
• Industry Passion: The payments industry is dynamic and constantly evolving. We're looking for candidates who are not only passionate about this ever‑changing landscape but also curious and eager to learn. We need leaders who will guide our company into a bright future, staying ahead of industry trends and driving innovation.

The Client Success Coordinator is the primary point of contact for operational interactions with a designated portfolio of clients. You will be responsible for managing day‑to‑day client relationships, addressing technical and operational issues, and ensuring seamless communication and support across various areas, including workflows, risk management, billing, and troubleshooting. In collaboration with the Client Success Manager, you will deliver a comprehensive and cohesive support model to drive client satisfaction and operational success.

• Serve as the primary point of contact for operational matters, including but not limited to handling escalations, troubleshooting API integrations, training, and resolving any issues or friction points whether technical or procedural.
• Develop and maintain strong operational relationships, ensuring client needs are met with efficiency, speed and precision.
• Proactively manage client expectations and resolve issues ensuring high levels of client satisfaction and retention.
• Act as a trusted advisor for all operational needs, offering insights, recommendations, and strategic guidance to drive client success.
• Use data and feedback to identify trends, potential risks, and areas of opportunity within the client relationship.
• Inform clients about Dash’s products and services with accuracy and understanding of the different applications that are used (CSA, portal, SFTP, etc.) is critical to reproduce any issue.

• Analyze operational performance data, identify trends, and drive strategic improvements for both clients and internal teams.
• Hold internal teams accountable to timelines and deliverables outlined in operational plans.
• Support continuous improvement of our onboarding practices by identifying opportunities for improvement through enhancements and operational efficiencies.
• Anticipate potential account risks and develop proactive mitigation strategies to minimize impact.

• Oversee client‑related projects, aligning client goals with company objectives to ensure mutual success.
• Proactively manage client issues and ensure timely resolution by coordinating with cross‑functional teams.
• Act as primary liaison between client and Engineering for any technical issue. Recreate, troubleshoot, and test issues in order to speed collaborative efforts and ensure quality.
• Act as the first line of communication with the clients to ensure they are well informed and care in the event of an issue.
• Utilize Jira or another client servicing tool to track issues, monitor trends and measure resolution success.

• Identify…