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Dash Solutions · 11 hours ago

Client Success Specialist- Disbursements

Birmingham, AL

Full-time

Onsite

Entry, Mid Level

Dash Solutions is a fast-growing payments company headquartered in Birmingham, AL, dedicated to transforming the payments industry. The Client Success Specialist will manage client relationships, focusing on operational communication, technical issue resolution, and ensuring client satisfaction within the Clinical Trials and Healthcare sectors.

BankingFinancial ServicesFinTechPayments

Responsibilities

Serve as the primary point of contact for operational matters, including but not limited to handling escalations, troubleshooting API integrations, training, and resolving any issues or friction points whether technical or procedural

Develop and maintain strong operational relationships, ensuring client needs are met with efficiency, speed and precision

Proactively manage client expectations and resolve issues ensuring high levels of client satisfaction and retention

Act as a trusted advisor for all operational needs, offering insights, recommendations, and strategic guidance to drive client success

Collaborate and occasionally present with the Client Success Manager during business reviews regarding client needs and improvement areas

Use data and feedback to identify trends, potential risks, and areas of opportunity within the client relationship

Inform clients about Dash’s products and services with accuracy and understanding of the different applications that are used (CSA, portal, SFTP, etc.) is critical to reproduce any issue

Develop and execute operational success plans to maximize the value clients derive from Dash’s offerings

Analyze operational performance data, identify trends, and drive strategic improvements for both clients and internal teams

Hold internal teams accountable to timelines and deliverables outlined in operational plans

Drive continuous improvement of our onboarding practices by identifying opportunities for improvement through enhancements and operational efficiencies

Anticipate potential account risks and develop proactive mitigation strategies to minimize impact

Oversee client-related projects, aligning client goals with company objectives to ensure mutual success

Proactively manage client issues and ensure timely resolution by coordinating with cross-functional teams

Act as primary liaison between client and Engineering for any technical issue. Recreate, troubleshoot, and test issues in order to speed collaborative efforts and ensure quality

Engage in the Corrective Action process which includes investigative root cause and actionable improvements

Act as the first line of communication with the clients to ensure they are well informed and care in the event of an issue

Utilize Jira or another client servicing tool to track issues, monitor trends and measure resolution success

Identify and implement process enhancements to deliver best-in-class support to clients

Continuously evaluate workflows and client feedback to refine operational strategies and support processes

Work with other Client Success Specialists and Coordinators to collect cumulative client feedback and drive enhancements across the company

Qualification

Client Relationship ManagementAPI TroubleshootingOperational Performance AnalysisProject ManagementMicrosoft Office SuiteProactive Problem-SolvingCuriosity to LearnOrganizational SkillsCommunication SkillsTeam Player