Global Client Solutions Expert

Job Title: Client Success Specialist

About the Role

We are seeking a highly skilled and experienced Client Success Specialist to join our team. As a key member of our client-facing team, you will play a critical role in ensuring the successful delivery of ongoing revenue by providing timely service and resolution of any enquiries.

Key Responsibilities

• Provide exceptional customer service throughout the client life cycle, including setup of Portal access, fees, bank account information, and other settings as required.
• Create DDRs and eDDRs as needed.
• Train clients on the use of The Portal/Xero as required.
• Utilize 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 analyze 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 organization.
• 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, long-lasting 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 organizational culture.
• Perform any other duties that fall within your skill set, that are reasonably requested of you.

Required Skills and Qualifications

• 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 client-focused 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 utilize CRM systems to their full extent.
• Intermediate skills with Excel, Word, Outlook, and PowerPoint.

Benefits

• 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 grow professionally.

Others

Please note that formal qualifications in customer engagement or customer contact will be highly regarded. Qualifications gained within the Financial Services Industry will also be highly regarded. Experience in Salesforce is an added bonus.