Customer Success Consultant at Payfone
Reports to: Director, Customer Success
Location: New York, NY or Denver, CO
Help shape the future of how people experience the digital world. You'll be at the forefront of an exciting shift in how companies use mobile data to attract, authenticate and engage their customers.
We are actively looking to add exceptional people to our team who align with how we envision ourselves culturally and professionally. As a lens to how outsiders see Payfone, you will represent a team of people who love what they do and who they work with.
The Customer Success Consultant will be the client’s main point of contact post-sale to ensure we exceed their needs and expectations. This role will focus on client satisfaction, relationship building and the growth of the accounts.
The Customer Success Consultant will regularly engage with the clients to ensure the product is working as intended and providing expected value. The successful candidate will handle customer concerns, direct clients to the appropriate departments for issue resolution and will oversee the escalation of support inquiries as needed.
The Customer Success Consultant must be a relationship management expert who is able to maintain a deep knowledge of the client’s industry, product and role in the market. They will also keep the client updated about new Payfone offerings. Through their relationship with the client, the Customer Success Consultant will be able to identify opportunities to upsell and maintain a long-term relationship.
As a member of the Customer Success organization, the Customer Success Consultant will:
Capture, Track, Manage and Report on customer Pass Rate as customer-facing Success KPI
Own Customer Revenue forecasting and reporting and identify opportunities for boosting revenue as a result of customer satisfaction
Conduct quarterly business reviews, presenting the status of the project and the value achieved to key stakeholders at both Payfone and the client
Identify business requirements, define use cases, and understand data sources
Match compelling customer pain points with product capabilities
Partner with internal project team(s) to define current and projected work flows that translate business requirements to specifications to be supported using software product(s)
Train clients in the use of our tools, establish reputation as trusted partner
Effectively manage projects with varying levels of breadth and depth in support of customer onboarding and ongoing maintenance of the Payfone integration including data vendor partnerships, compliance/regulatory administration, internal project documentation, documenting technical specifications for engineers
Use consultative selling to support customer onboarding & account expansion
Achieve revenue goals through transacting as well as account renewals and organic growth
Act as the client’s internal advocate at Payfone
Education & Experience
2-3 years’ experience in a customer facing role or sales representative, preferably in technology implementations, credit, management consulting or fintech
Track record of building and maintaining successful client relationships
Travel: 30-50 %
Sponsorship is not available for this position.
A compensation package composed of a base salary, bonus or commission, and equity will be structured to attract a uniquely qualified candidate. Excellent health benefits are included. No sponsorship will be provided.
In today’s business world, a few bad actors can force businesses to treat all customers with suspicion. This leads to client and employee frustration, higher operating costs and lower revenue.
Payfone delivers seamless, non-intrusive verification using each mobile phone’s inherent identity to provide top-tier protection for businesses and their customers. Remove friction and drive user engagement with Payfone Instant Trust. It’s the best way to enhance the customer experience while lowering risk, friction and fraud.
This position description should not be considered the final description of the position. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions.
Payfone is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics.