Customer Success Consultant

| Greater Denver Area
About Payfone
Payfone is an award-winning, rapidly growing digital identity management company headquartered in New York city, serving banking. insurance and healthcare industries. Learn more at www.payfone.com and follow us at https://www.linkedin.com/company/payfone
As we continue to scale our company, we are looking for people who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly and make intelligent decisions. The work is challenging and requires not only smarts, but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.
Payfone has big plans; we’re excited and optimistic about the future. If this sounds like a career for you – come check us out.
Position Summary
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.

What You Are Accountable For

  • 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

What We Require

  • 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
  • Bachelor’s degree
  • Travel: 30-50 % 

Sponsorship is not available for this position.
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.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • OracleDatabases
    • RedisDatabases
    • Dynamo DBDatabases

Location

We're in the heart of Downtown Denver. Our office is accessible via light rail and steps from various restaurants, cafes and the 16th Street Mall.

An Insider's view of Payfone

What’s the vibe like in the office?

The vibe is great! Payfone's done a good job hiring people who really fit the company culture, so everyone gets along. It makes it easy to work hard when you know everyone else in the office is equally motivated and working to make the company more successful. Payfone also does a great job hosting events that get everyone together outside of work.

Easton

Implementation Manager

How has your career grown since starting at the company?

I'm constantly challenged to think outside the box. The complexity of our products creates an environment where the projects I'm working on require that I switch between several skills from documentation to data analysis and research. It couldn't get any better! I have a wider and deeper understanding of how a tech company operates.

Moses

Associate Business Analyst

What are Payfone Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Parking
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