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Client Success Specialist

3 months ago

Eight Mile Plains, Queensland, Australia FIS Global Full time

Position Type:

Full time

Type Of Hire:

Experienced (relevant combo of work and education)

Education Desired:

No Degree

Travel Percentage:

0%
Payrix (part of FIS) is recognised as a global leader in financial technology.

Our global team of passionate payments and software experts provide vertical software companies with an all-in-one platform and white-glove approach to service to capitalise on the opportunities of growth, innovation, and transformation within embedded payments.


About the role


The primary objective of this role is to ensure the successful delivery of ongoing revenue by ensuring that Payrix clients receive timely service and resolution of any enquiries, which maximizes transaction processing through the Payrix Portal.


What you will be doing

  • Provide exceptional customer service throughout the client life cycle, including the setup of The Portal access, fees, bank account information and other settings, as required.
  • Create DDRs and eDDRs as required.
  • Train clients on the use of The Portal/Xero as required.
  • Utilise customer interactions to identify upsell or cross sell opportunities.
  • Respond to existing clients change requests within The Portal
  • Ensure all policies and process documents are updated and managed in line with changing business needs.
  • Maintain all Partner files.
  • Collaborate with the sales team to identify and grow opportunities.
  • Produce and analyse reports and data to assist with strategy planning and review.
  • Contribute to the development and execution of strategies to meet and exceed sales KPIs of self and the organisation.
  • Effectively communicate the progress of initiatives to internal and external stakeholders.
  • Prepare reports on account status.
  • Develop and undertake effective initiatives to positively promote client retention.
  • Assist with challenging client requests or issue escalations as needed.
  • Build and maintain strong, longlasting customer relationships with a portfolio of partners and direct clients including their operational staff, sales staff, and marketing staff.
  • Ensure all communications and touch points are recorded in Salesforce and ensure client data remains accurate and up to date as required.
  • Operate as the key contact for all matters relating to your portfolio of clients.
  • Load approved clients/Partners into Sales Force and The Portal for processing.
  • Promptly update The Portal with client records including addition of services, accurately assigning relevant fees, and assigning to partners where necessary
  • Contribute positively to the organisational culture.
  • Perform any other duties that fall within your skill set, that are reasonably requested of you.
  • Other related duties assigned as needed.

What you bring:

  • Previous experience providing excellent customer service/support/sales/client facing roles.
  • Demonstrated ability to establish and maintain long lasting relationships with a portfolio of clients.
  • Experience successfully delivering clientfocused solutions to meet customer needs.
  • Demonstrated ability to undertake both simple and complex customer interactions.
  • Ability to listen and understand a client's business, pain points and tailor a solution to their individual needs.
  • Strong influencing, negotiating and dispute resolution skills.
  • Experience managing and meeting expectations both internally and externally.
  • Demonstrable experience working to and exceeding KPIs.
  • The ability to absorb substantial information regarding Payrix's services and variations of those across the client base.
  • Proven ability to determine and action the correct response/solution for client enquiries and requests.
  • Solutions focused problem solving and dispute resolution skills.
  • Sound time management skills including the ability to meet deadlines.
  • Excellent interpersonal skills
  • Effective communicator both written and verbally with the ability to vary communication style to suit the audience.
  • Strong organizational skills and ability to manage multiple projects and relationships simultaneously.
  • The ability to collaborate within and outside of your immediate team.
  • Strong business acumen
  • Ability to work autonomously.
  • Ability to utilise CRM systems to their full extent.
  • Intermediate skills with Excel, Word, Outlook and PowerPoint.

Added bonus if you have:

  • Formal qualifications in customer engagement or customer contact will be highly regarded.
  • Qualifications gained within the Financial Services Industry will be highly regarded.
  • Experience in salesforce.

What we offer you - this part can be changed

  • Competitive salary and attractive benefits.
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A modern, international work environment and a dedicated and motivated team
  • The chance to work on some of the most challenging, relevant issues in financial services & technology.
  • Varied and challenging work to help you gro