Client Success Account Manager

Client Success Account Manager

As a Client Success Account Manager, you will be the primary point of contact for our Onboarding Channel Partners and Merchant Acquiring Clients.

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).
• Onboard and train 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.

• 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.

Location:

North Logan, Utah

Travel: 0-5%

Salary will generally fall between $56,648 - $74,537 before adjustment for geographic differences.

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