Hybrid Customer Success Specialist III

Role Details
Type of Support: Video Calls and Chat/Emails
Contract Duration: Full-time
Work Schedule: 7am - 4pm HN or 8am - 5pm HN
Work Type and Location: Hybrid, HN, You will be required to go onsite 1-2 days a week.
Expected Start Date: February 24, 2025
About The Role

We are looking for a talented Customer Success Specialist who will be an important support team member, supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming, outgoing, and pre-scheduled customer and user inquiries, and embody our commitment to deliver best-in-class account management. This candidate must earn the trust of our partner that offers an expense management system for B2B business use partners. This candidate will be expected to interface and work collaboratively with our program leadership, partner mentors, and success teams, and directly interface with their designated book of business in order to offer the best service, engagement, and retention possible. 

The reason you join won’t be the reason you stay.

What You’ll Do...

• Proactively own and communicate with a designated book of business B2B clients to ensure that all of their needs are understood and addressed
• Regularly schedule account reviews and syncs with designated B2B clients through video conference and/or phone call
• Provide strategic support to assigned B2B clients in order to drive retention by ensuring that B2B clients have the optimal account set-up
• Identify and mitigate any risk of churn
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Resolve complaints and keep track of all processes that pertain to the client’s desires
• Act as the client’s representative to ensure that their demands are met with a focus on improving the customer experience
• Collect and analyze data concerning consumer behavior to understand changing needs
• Respond to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Document and report on client feedback and insights to improve our partner’s product and customer experience
• Guide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their clients
• On occasion, you may work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Achieve and maintain adequate program performance by meeting or surpassing key performance indicators and metrics as they are established and deployed on the program
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and provide ad hoc support for program-specific projects, products, and queues

What We Expect From You:

• B2B account management experience is highly preferred with the ability to achieve and maintain required key performance indicators including attendance, proactive engagement or outreach, inbound handle times, etc
• Passionately care about SaaS product support and account management and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and to know when something requires key stakeholder visibility
• Confident and collaborative communicator with contact center, telephony support, or account management experience
• Heavy reliability on people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is required
• Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry to drive service and retention of B2B clients
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred

Bonus Points:

• 2+ years of experience working in a contact center, account management, or telecommunications environment
• Experience supporting SaaS products, particularly those involving fintech or B2B services
• Previous work experience at a startup or new business venture 
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes second nature

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].