Customer Success Manager - TravelBank

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

JOB DESCRIPTION

About you

• Energy and passion for delighting customers, eager to exceed their goals and expectations
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment
• Strong interpersonal skills and experience building relationships
• Excellent verbal and written communication skills, with a high level of professionalism and keen attention to detail
• Ability to multitask and handle matters with little supervision and with excellent follow up
• A strong entrepreneurial and can-do mindset, undaunted by shifting priorities, uncertainty, and a “figuring it out as we go” environment
• Self-motivated, hunger to learn, proactive team player with a natural curiosity and passion for learning
• Ability to deal with high-pressure situations with poise, diplomacy and tact
• Excellent listening and empathy skills: you identify with the customer and want to help solve their problem

Responsibilities:

• Manage all customer success stages of on-boarding, activating, training and deploying new customers with an emphasis on delighting customers throughout each stage
• Develop relationships with customers through trust and credibility, establishing a partnership and providing subject matter expertise that drive customer value
• Guide customers throughout their lifecycle, with empathy to identify, understand and solve customer problems
• Own performance outcomes of each customer measured by customer satisfaction, customer adoption (growth), and customer retention
• Become a TravelBank product expert and drive opportunities to improve our customer’s experience
• Lead quarterly business reviews to align with each customer, presenting new insights and recommendations that drive additional customer value
• Work closely with cross-functional teams on overall strategy and customer specific plans that drive business results for customers and TravelBank

Qualifications

• 3+ years as an Account Manager/Client Success Manager with SaaS and/or Enterprise software companies
• Able to communicate with VP’s, EVP, and C-level executives
• Confident, enthusiastic, and love working with customers to understand their business needs
• Ability for building strong relationships and rapport with customers
• Proven ability to multitask, work under pressure and build ongoing relationships
• Experience delivering client-focused solutions based on customer needs
• Excellent communication and presentation skills, both in-person and over the phone
• Be a team player, with a positive attitude
• Experience using a CRM tool
• Travel as needed
• BA/BS degree or equivalent

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Responsibilities:

• Manage all customer success stages of on-boarding, activating, training and deploying new customers with an emphasis on delighting customers throughout each stage
• Develop relationships with customers through trust and credibility, establishing a partnership and providing subject matter expertise that drive customer value
• Guide customers throughout their lifecycle, with empathy to identify, understand and solve customer problems
• Own performance outcomes of each customer measured by customer satisfaction, customer adoption (growth), and customer retention
• Become a TravelBank product expert and drive opportunities to improve our customer’s experience
• Lead quarterly business reviews to align with each customer, presenting new insights and recommendations that drive additional customer value
• Work closely with cross-functional teams on overall strategy and customer specific plans that drive business results for customers and TravelBan

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by la