Customer Success Manager at Reserve Trust

| Greater Denver Area
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About the Team
Reserve Trust is the first fintech trust company with a Federal Reserve master account. We provide B2B payments services that financial institutions and fintech’s have previously only been able to obtain from correspondent and sponsor banks. Unconstrained by legacy banking systems, the company is actively building new services, APIs, and payment rails to support embedded and real time payments for any fintech service or software platform. Headquartered in Colorado, the company is backed by some of the world’s best financial technology investors including QED and Fintech Collective. 
 
Our Company Values:
Trust, Curiosity, Drive and Collaboration

Our Company Culture:
As a member of the Reserve Trust team, you are expected to contribute your talents and energies to conducting our business and improving the culture and quality of Reserve Trust. We value teamwork and collaboration within your department and cross functionally. We encourage knowledge sharing and challenging the norm. We value each other thru active appreciation and recognition.  Bring your best practices to the table to help us build a world class, leading payments platform that continuously pushes the envelope in customer service. We want you to be the best version of yourself with us!
 
How You Fit In:
As part of the Customer Success Team of Reserve Trust you’ll play a critical role in onboarding new customers and driving customer usage of services within a next generation B2B payments solution. To be successful in this role, you'll need demonstrated hands-on experience and subject matter expertise in global payments along with a proven background in customer onboarding, customer support and customer satisfaction improvement in the financial services industry.
 
This role reports to the Director Customer Success and will partner and collaborate with our Operations, DevOps, Product, Sales, Compliance, Risk and Business Operations teams, ensuring new customers are successfully onboarded and resolution of issues is completed in a manner that results in the best outcome for the customer and Reserve Trust while assuring the solution is within Reserve Trust’s policies.
 
What You’ll Do:
Drive customer onboarding to begin maximizing customer value
o Establish yourself as the primary point of contact for Reserve Trust and serve as liaison between internal teams to complete onboarding
o Guide the customer through the onboarding process
o Educate the customer on product and technical requirements
o Coordinate testing of MT103 and NACHA files with the customer and the Operations team for rapid implementation
o Perform administrative set up and updates using Salesforce, Citrix Sharefile and other applications

Execute customer issue resolution
o Use a deep understanding of the Reserve Trust systems and processes to troubleshoot and resolve issues
o Perform root cause analysis and research to identify best practice solutions
o Drive cross-functional team solutions
o Develop and recommend process changes to reduce future issues
o Provide clear communications to the customer throughout the resolution process and assure all commitments are delivered
o Retrain customer behavior to prevent future occurrences of issues
o Coordinate resolution with the customer for internally identified issues

Build strong customer relationships and understanding of our customers
o Establish and maintain relationships that inspire trust, drive increases in revenue and decrease churn
o Represent and advocate for the customer within Reserve Trust
o Conduct quarterly business reviews with customers. Use findings to drive improvements to the customer experience and identify business development and service enhancement opportunities
o Develop effective and concise customer-facing communications at an individual customer level and for mass distributions to the customer base
 
Basic Qualifications:
· Preferred Education: Bachelor’s Degree or equivalent work experience
· 3+ years of experience in financial services or banking industry
· 2+ years of Client Success experience, ideally at a high-growth tech company
· Bilingual and able to read, write and speak Spanish proficiently, a plus
· The ability to follow instructions but work with minimal direct supervision
· Ability to thrive in a highly demanding, entrepreneurial & fast-paced environment
· A top performer, with a proactive approach who has a “doer” & problem-solver mentality
· Advance experience with Microsoft Office programs
 
Key Competencies:
· Exceptional verbal and written communication skills
· Comprehensive planning
· Customer centric
· Highly organized
· Ability to prioritize
· Takes initiative and drives for results
· Critical thinker
· Problem solver
 
What Reserve Trust Offers:
· Competitive Salaries
· Stock Options
· 401(k) with company contribution
· Excellent No-Cost and Low-Cost Medical, Dental and Vision plans for employees and dependents
· Short-Term Disability, Long-Term Disability and Life Insurance
· FSA and HSA Plans
· Flexible PTO
· Home office stipend
 
We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $65,000 – 80,000. Reserve Trust intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience and location.
 
The Reserve Trust Company does not discriminate on the basis of age, race, religion, national origin, disability, gender, or any other protected status.
 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RustLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • MaterialUILibraries
    • ImmerLibraries
    • HyperFrameworks
    • tokioFrameworks
    • PulumiFrameworks
    • TerraformFrameworks
    • NATS/STANDatabases
    • CockroachDBDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • Lead ForensicsAnalytics
    • Google Tag ManagerAnalytics
    • Google Analytics 360Analytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • VectaryDesign
    • AbstractDesign
    • WebflowDesign
    • Adobe Creative CloudDesign
    • AsanaManagement
    • Azure DevOpsManagement
    • WebflowCMS
    • SalesforceCRM
    • MailChimpEmail

Location

Our company HQ is tucked away in the heart of Denver Tech Center. Within walking distance to RTD Light Rail, restaurants, and on-site gym.

What are Reserve Trust Perks + Benefits

Reserve Trust Benefits Overview

· Competitive Salaries
· Stock Options
· 401(k) with company contribution
· Excellent No-Cost and Low-Cost Medical, Dental and Vision plans for employees and dependents
· Short-Term Disability, Long-Term Disability and Life Insurance
· FSA and HSA Plans
· Flexible PTO
· Home office stipend

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Work remotely 1 days per week, Work remotely on occasion as needed.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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