Client Success Specialist

at  FlexPay

WHO WE ARE

FlexPay is the first to market and global leader in failed payment recovery. Our outstanding success is built upon a solid foundation of exceptional culture, adherence to our values, and an innovative AI-driven approach to solving this trillion-dollar problem. FlexPay helps subscription businesses accelerate revenue and profit growth by recovering failed payments, which is the single largest cause of customer churn.
We’re a maturing, institution-backed Fintech SaaS, solving one of the biggest problems faced by merchants. The veteran management team of serial entrepreneurs is supported by a board filled with industry leaders. Our ambition is to redefine payments and in doing so become more than just the next great unicorn, but to become a key element of the infrastructure that makes our world’s economy hum.
We’re a dynamic, welcoming company that strives to hire the best and brightest people. If you are looking for a place to invest your passion, then keep reading!

As a Client Success Specialist, you will assist our team of Client Success Managers by diagnosing and troubleshooting client issues, supporting SMB clients and ensuring their optimal use of the FlexPay platform.

A day in the life of this position includes:

• Diagnosing and troubleshooting issues reported by the Client Success Managers, and/or clients.
• Investigating issues, documenting details and steps taken to resolve them.
• Facilitate the training and onboarding support of SMB clients.
• Owning the relationship with SMB accounts, ensuring clients feel supported and informed.
• Escalating complex issues to the appropriate internal teams for further investigation and resolution, while continuing to document details and keep stakeholders informed of progress.
• Perform vital activities to support the Sales team throughout the sales process for SMB prospects.
• Collaborating with cross-functional teams to address recurring client issues and implement solutions to enhance the client experience.
• Maintaining up to date documentation, knowledge base articles, and FAQs to assist clients with common inquiries and issues.
• Proactively identifying opportunities to streamline processes, enhance workflows and improve service delivery.
• Actively monitoring the performance and data of client accounts to ensure that performance KPIs are being met.
• Developing and delivering regular reports and presentations to clients that highlight key performance metrics, trends, and insights relevant to their business goals.
• Ensuring proper documentation of tickets, technical solutions, and product knowledge base.
• Contributing to the continuous improvement of support processes and procedures.
• Ensuring standard Service Level Agreements (SLAs) are met during implementation and support processes.