Customer Success Consultant

| Greater Denver Area
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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
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • react Languages
    • SpringFrameworks
    • AsteriskFrameworks
    • Luigi Frameworks
    • DB2Databases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • RedisDatabases
    • Dynamo DBDatabases

Location

Our teams are currently working remotely at the moment for both our Denver and New York locations.

An Insider's view of Prove

What are some social events your company does?

I love participating in social events at Prove and there are many opportunities to gather socially – from team and office happy hours to our annual holiday. The Chicago office recently took a dinner cruise on the Chicago River! There is also a book club that meets regularly and – my favorite – a Slack channel to share pictures of our pets.

Jennie

Manager, Production Operations

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

Product Owner

How do you empower your team to be more creative?

I provide direction when needed, instill self-direction, and team collaboration. If the team identifies a gap in our product I ask the team how they would solve the problem. This enables them to take the initiative and brainstorm. However at the end of the day, we are a team, and team culture and innovation is what drives creativity.

Crystal

Director of Product Management

What makes someone successful on your team?

To be successful on our team you have to be willing to learn, have passion, and be a team player. I'm never afraid of asking questions because my teammates are so supportive and willing to help. We are all working towards a common goal, helping provide the best security and authentication for our clients!

Xian

Software Engineer

What are Prove Perks + Benefits

Prove Benefits Overview

Prove is proud to be an organization that keeps people safe and secure not only digitally with our solutions, but also internally with how we support and care for our employees. We offer a wide range of compensation & benefits programs that support Provers and their loved ones.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
President's club
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Prove employees can contribute up to $2700 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discount through Fetch
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Prove provides employees with a 401(k) matching plan managed by Principal.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent Care FSA
Generous parental leave
Family medical leave
Fertility benefits
Through insurance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Grubhub credit when in office
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Through Gympass or Wellbeing Reimbursement
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Virtual coaching services

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