Fintech · 3 hours ago
Retention Account Specialist / Account Manager
Tampa, FL
Full-time
Hybrid
Entry, Mid Level
3+ years expFintech is a company focused on retaining and growing relationships within its retail customer base. The Retention Account Specialist / Account Manager role involves managing customer accounts, educating clients on products, and ensuring customer satisfaction while identifying opportunities for account expansion.
Big DataCRMFinancial ServicesFinTechPaymentsPredictive Analytics
Responsibilities
Serve as the primary point of contact for customers requesting account closure and work to retain all clients that remain in business
Understand and address the underlying reasons for cancellation requests through consultative conversations
Educate customers on Fintech products, services, website functionality, and processes to ensure full understanding and utilization
Provide timely, professional responses to all customer calls and email inquiries
Maintain knowledge of Fintech policies, products, services, and internal procedures
Develop, manage, and maintain strong relationships with existing retail customers
Understand customer operational workflows, particularly related to beverage alcohol purchases, to identify opportunities for optimization and growth
Build relationships with key stakeholders including decision-makers, accounting, IT, and purchasing contacts
Conduct periodic account check-ins and audits to ensure satisfaction and identify risks or opportunities
Support solution selling of additional Fintech products and services to existing customers
Prepare and deliver tailored presentations, proposals, and agreements
Collect and process documentation required to activate new products and services
Coordinate with internal teams to ensure smooth onboarding, implementation, and issue resolution
Perform ongoing account maintenance, including timely processing of customer-requested changes
Obtain and evaluate relevant information to resolve product and service inquiries
Maintain accurate customer records in CRM systems and adhere to Salesforce case assignment and closure standards
Ensure all customer interactions and updates are properly documented
Provide regular updates to the Senior Director of National Accounts regarding customer activity, risks, retention efforts, and opportunities
Escalate critical customer situations as needed
Promote positive collaboration across Fintech business units
Identify and recommend system enhancements and process improvements to improve customer experience and retention
Perform other duties as assigned
Qualification
Required
High school diploma required; Bachelor's degree or equivalent experience preferred
Minimum 1 year of Fintech experience preferred or 3+ years of proven success in account management, sales, or customer-facing roles
Strong customer service and relationship-building skills
Excellent verbal and written communication skills
Ability to explain technical concepts in a clear, user-friendly manner
Strong problem-solving, analytical, and strategic thinking abilities
Detail-oriented with exceptional organizational, prioritization, and follow-up skills
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
Experience with CRM systems (Salesforce preferred)
Ability to work independently and collaboratively in a team environment
Preferred
Experience in SaaS or technology-enabled services
Comfort delivering virtual presentations and product demos
Public speaking experience
Company
Fintech
Fintech is a provider of payment and data solution for the alcohol industry.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
General Atlantic
2023-08-01Private Equity
2018-08-20Private Equity
2017-01-10Private Equity
Leadership Team
Amit Aghara
Chief Technology Officer
Joel Pearson
Chief Revenue Officer (CRO)
Recent News
Company data provided by crunchbase