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REPAY - Realtime Electronic Payments · 3 days ago

Manager, Client Success

Atlanta Headquarters

Full-time

Onsite

Mid, Senior Level

5+ years exp

REPAY is a fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia. The Manager, Client Success will oversee a team to ensure clients are supported throughout their journey with REPAY products, focusing on client retention and satisfaction while collaborating with various internal teams.

Consumer ElectronicsFinancial ServicesPayments

Growth Opportunities

No H1B

Responsibilities

Lead, mentor, and manage a team of six Associate Client Success Managers, providing guidance, coaching, and career development opportunities to ensure their growth and success

Onboard and train newly hired Associate Client Success Managers

Oversee the onboarding process for new clients, ensuring they understand and fully adopt our solutions. Ensure high levels of client retention by proactively addressing concerns and opportunities for improvement

Develop and nurture strong relationships with key client stakeholders, acting as the point of escalation for any issues or challenges

Define and monitor key performance indicators (KPIs) for the Client Success team, ensuring that the team meets or exceeds targets related to client satisfaction, retention, and adoption

Collaborate with sales, product, and support teams to ensure a seamless and cohesive client experience. Advocate for the needs of clients within the organization and drive improvements to our products and services

Continuously evaluate and improve client success processes to enhance operational efficiency, scalability, and client satisfaction

Ensure clients are educated on best practices for utilizing our payment processing solutions and identify opportunities to upsell or cross-sell additional features and services

Provide regular reports to senior leadership on client success metrics, team performance, and any major client concerns or opportunities

Qualification

Client success managementPayment processing softwareTeam leadershipCRM systemsData analysisMicrosoft ExcelMicrosoft WordMicrosoft PowerPointCommunication skillsProblem-solvingOrganizational skills

Required

5+ years of experience in client success, customer service, or account management, with at least 2 years in a leadership role

Experience managing a team, including coaching and developing entry-level professionals

Exceptional communication and interpersonal skills, with the ability to build strong client relationships and collaborate effectively with internal teams

Proven track record in driving client retention, satisfaction, and success

Strong problem-solving abilities and the ability to handle challenging client situations with professionalism and empathy

Data-driven mindset, with experience tracking and analyzing metrics to drive performance

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously

Familiarity with CRM systems and practices (e.g. Salesforce)

Must be highly proficient in Microsoft Excel, Word, and PowerPoint

Excellent written and verbal communication skills

Strong organization skills

Travel for visiting top clients and user conferences

Preferred

Experience building and managing a newly established team is preferred

Strong understanding of payment processing software, SaaS solutions, or similar technologies is preferred

Benefits

100% coverage of employee healthcare premiums

Life insurance

Disability insurance

Work-life balance resources

401(k)-employer match

Employee Stock Purchase Plan

Annual Bonus Program

Company

REPAY - Realtime Electronic Payments

REPAY, established in 2006, is a full-service payment technology and processing provider that enables the expedient and secure collection of payments through any channel at any time.

Founded in 2006

Atlanta, Georgia, USA

201-500 employees