Client success manager job description

For over 30 years, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial and marketing services and premier dining rewards programs. Our 6 million members include frequent flyers, corporate cardholders, and a pool of highly motivated diners who spend hundreds of millions of dollars annually at participating restaurants.

The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. This person will ensure that client needs are addressed quickly with responses delivered in a timely manner. He/she will communicate with various departments to find resolutions to more challenging questions or issues that may arise. This individual will be responsible for client accounts and assist the Sales team with any questions they may have relating to merchant accounts, policies, and documents.

Essential Duties and Responsibilities Manage clients throughout their lifecycle and encourage them to take full advantage of product benefits to ensure the value is recognized Collaborate with Sales to deepen client relationships and identify and resolve client needs, as well as new product opportunities Handle calls and emails from clients and members of our remote sales team.Analyze client account issues, troubleshoot and negotiate resolutions in a timely manner Assist client accounts by explaining and clarifying billing statements, processes and terms and conditions of their agreement with Rewards Network.Serves as subject matter expert supporting the sales team on policies and procedures related to contracts, the deletion policy, and related issues. Communicates, explains, and ensures enforcement of these policies and procedures.Processes account changes including any adjustments or requests including but not limited to banking change, reimbursement, email address change, etc.Performs related job duties as needed and required.

QualificationsBachelor's degree preferred At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.Must have previous experience responding to a high volume of calls and emails related to client service.Must have a passion for client service.Experience using a CRM system such as SalesforceProficiency with MS Excel, Word, PowerPoint, and Outlook.Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.Strong written and verbal communication skills.Strong analytical and problem-solving skills and abilities.Attention to detail and excellent organization skills along with self-motivation.Ability to work independently and respond with flexibility.Willingness to learn new skills and software applications.

We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.

We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.

Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.

Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.
Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.

At Panduit, Our People Make the Difference. Their unique insights and perspectives fuel our innovation and help our customers discover more and better ways to connect with and for the people they serve. We are looking for people who are curious, insightful, collaborative, and committed to building a sustainable and connected world.
What We Can Offer You
Our Total Rewards Program provides competitive health and financial benefits as well as continuous opportunities to learn, grow, and develop. We are committed to offering our employees flexible work schedules and work from home opportunities to help you thrive. Additionally, we encourage a spirit of continuous learning and promote well-rounded development as part of our commitment to help you realize your professional goals. Panduit recognizes that our employees are key to our success, and we strive to cultivate a diverse and inclusive work environment that strengthens our Company and enables every employee to reach their full potential.
3 weeks paid vacation + 5 sick days + 11 holidays + 1 volunteer day 401K match (no vesting) + profit sharing Multiple healthcare options through Blue Cross Blue ShieldParental leave

What We Are Looking For
The Client Success Manager manages large-scale complex accounts and project(s) which have a beginning, an end, and specified deliverables. Assists in translating business objectives to project objectives using knowledge of company and business acumen. Works with internal and/or external clients and the project team. Collaborate with the GAM/SAM to develop the Strategic Account Strategy. Responsible for assisting the GAM/SAM for generating revenue for assigned accounts and responsible for building and growing business relationships within their assigned accounts, channels and/or geographies in a continual effort to grow revenue opportunities.

What You Will Do
Grow Revenue: Assists GAM/SAM to drive revenue growth within Strategic Accounts and/or key distributors by introducing Panduit solutions to recognized custom needs. Contributes high value as a member of the account team, supports account management teams to drive commercial effectiveness and promote brand awareness. Maintain strong relationships with assigned accounts and associated distributors by attending regular visits with TAM/SAM/CAM to review performance levels. Convert business from competitors and develop new business. Calls on contacts to provide support for specific needs or to identify potential opportunities. Ensures all relevant data is kept/updated in CRM.Leads account/project management with Strategic Global Named Accounts and is a key member of the strategic account team, manages all modes of customer communication, operate proactively to solve customer issues, and delivers a positive low friction customer experience, meeting specific customer support level agreements (SLA). Regularly review customer project order fulfillment, including CPOFs, with assigned accounts and agree on appropriate stock holding. Proactively collaborates with cross-functional partners establishing relationships across the fulfillment chain. Works to establish strong relationships with account team members to support commercial requirements. Demonstrates a working knowledge of products and can support requests from customers for product information. Recognize and follow up on new revenue opportunities while communicating with customers. Able to apply critical thinking in problem-solving and decision making, empowered to address customer requests and issues without management assistance.Monitors the progress of the project using the appropriate tools and project management techniques and makes changes as necessary. Establishes a communication schedule to update stakeholders and management in the organization on the progress of the project. Reviews the quality of work completed with the project team on a regular basis to ensure it meets the project standards. Ensures that all project information is appropriately documented and secured and available for review.Travel Requirements: Up to 10%

What You Will Bring
Required Degree: Bachelor's Degree in Engineering, Business, or Project Management or related field Years of Experience: 5-7 years
We thank all those interested in joining the Panduit team; however only those that complete the online application and meet the minimum job qualifications will be considered for this role.

Panduit is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work Shift
Day (United States of America)

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Client Success Advocate (CSA) is responsible for the timely and accurate completion of account maintenance items for new and existing clients. You will work closely with the Client Success Managers, other internal departments and clients to accurately complete assigned account maintenance.
What you'll do
● Understand client requests and have the ability to maintain the client record in all applicable systems and documentation. Responsible for general account maintenance.
● Work with Client Success Managers to keep them and clients informed of changes
● Submit and follow through on Jira tickets
● Help maintain Confluence and all other applicable training, process and procedure documentation
● Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
● Acquire a detailed understanding of all required documentation and broad knowledge of account maintenance policy and procedures, keeping informed and able to adapt to any change to guidelines and policy
● Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Client Success image of Midigator
● Complete special projects as assigned by management
● Other job-related duties as assigned by direct supervisor and/or leadership team

What experience you need:
● Must have proficient computer experience and knowledge in Google suite (Gmail, Docs, Sheets) and Microsoft Excel (pivot tables, conditional formatting, VLOOKUP functions)
● Previous client support work experience preferred
● Bachelor's Degree (BA/BS) or equivalent preferred

What could set you apart:
● Payments industry knowledge

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location:
USA-ID-Boise

Function:
Function - Sales and Account Management

Schedule:
Full time