The Payment Success team plays a crucial role within our Payments Business, ensuring that our valued Payments customers are effectively engaged. The Payments Success team collaborates closely with the Payment Success Account Management + Activation Specialists, Sales and Product teams to ensure successful customer engagement with Weave Payments. Effective engagement is critical to the overall growth of the Company through incremental and sustained payments activity.
The Payments Success team engages customers in support of three operational pillars:
Activations - Outbound calls to motivate non-activated and unattached customers to get them started with payments and processing meaningful volume. It also includes guiding customers through the Payments funnel, including managing accounts that require additional information or verification to activate their processing services.
Retention - Proactively managing top customers to resolve issues and mitigate churn risks. This includes providing guidance and consultative support related to Weave’s payments features and providing high level support to resolve customer issues. Issue resolution involves close collaboration with Weave’s Customer Support teams.
Outreach - Outbound calls to customers identified as actively processing, but not achieving meaningful payments volumes. This includes providing guidance and consultative support related to Weave’s payments features and identifying opportunities for the customers to more deeply adopt payments.
In addition to the above pillars, the Payments Success team may also support special projects where customer outreach and consultation is required in support of payments initiatives.
In this role, Payment Success Outreach and Enablement Specialists will be primarily focused on the Outreach pillar. Their expertise will include a strong understanding of the value of Weave Payments products, the ability to accelerate revenue within billing workflows, and incentivising customers to more deeply adopt Weave Payments.
- This role reports to the Manager of Payment Success.
- This position will be hybrid (In office on Tuesday and Wednesday)
What You Will Own
- In support of the Outreach pillar, work with the team to define and maintain ongoing reporting to identify customers who have yet to achieve meaningful payments volumes.
- Proactively engage with these customers, and provide guidance and consultative support related to Weave’s payments features, and work to influence customer growth of payments volumes.
- Cold calling will be required.
- Post outreach to customers, maintain tracking and monitoring of customer performance against defined goals for increased payments volumes. Continuously evaluate ongoing outreach needs.
- Provide necessary metrics and reporting to leadership.
- As needed, and given the capacity and scale of the team, provide support related to the Retention and Activations pillars.
What You Will Need to Accomplish the Job
- Ability to work full-time, in office 2-3 days per week.
- Excellent verbal and written communication skills, with the ability to convey information clearly and professionally to diverse audiences.
- Experience in initiating conversations through cold-calling and generating interest through targeted outreach initiatives.
- Strong ability to follow and enforce company policies, procedures, and standard operating procedures (SOPs) with precision and attention to detail.
- Exceptional problem-solving skills with a proactive approach to identifying and addressing customer challenges and concerns.
- Self-disciplined, highly motivated, and able to work independently as well as collaboratively within a team environment.
- Flexibility and adaptability to stay current in a changing and fast-paced environment.
What Will Make Us Love You
- Background of Payments knowledge or experience including payment processes, industry standards, trends, and best practices.
- Previous sales experience, including experience with cold calling, is beneficial for this role.
- Previous experience and knowledge using Stripe’s payments platform is preferred.
- Exhibit Weave Core Values: Customer is Everything, Stay Hungry, Do the Right Thing, Think Creatively, Care More.
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to [email protected] and we’ll confirm if you’re engaging with one of our Weave teammates!
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Weave makes communicating with customers easier for businesses by integrating features like texting, phone service, fax, and reviews.
