InvoiceCloud, Inc. · 4 hours ago
Customer Success Associate
United States
Full-time
Remote
Entry Level
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Responsibilities
Build 'trusted' relationships with your clients and delight them at every turn
Understand the key client health indicators and take necessary steps to minimize any potential churn
Fully understand their clients (and contacts) and identify what is needed to retain and grow them
Develop a deep understanding of the InvoiceCloud solutions to have discussions with clients regarding current products and services
Understand the market well enough so they can share best practices with their clients
Work with clients to implement programs that drive higher payment adoption
Be well versed on all InvoiceCloud products to up-sell services and generate customer success qualified leads that result in new revenue
Have a high-level understanding of how the technology for assigned billers works. This allows the CSA to understand issues, describe them and formulate a potential resolution with the supporting InvoiceCloud departments
Develop trusted relationships with their portfolio that leads to customer references
Complete New Hire Training and CSA training
Gain an understanding of the IC solution.
Gain an understanding of the IC internal systems such as Salesforce, Jira, CRM, etc…
Gain an understanding of the processes for the implementation team, client services team, IT, sales, boarding and training groups.
Review with management the list of clients that will be assigned to you.
Review sales calls that highlight all phases of the customer journey to understand client needs, InvoiceCloud positioning and value proposition.
Spend time with the internal IC teams to learn more about our product and process.
Review past client interactions to understand what is happening with your assigned book of business and understand how to manage your clients moving forward.
Review (or create) a plan for how to effectively manage your assigned clients leveraging 1: many and 1:1 touch points.
Introduce yourself to the list of assigned clients.
Shadow existing CSMs on their calls with clients.
Support the team on various campaigns that are running while you get settled and ramp on your own portfolio.
To create a success plan for assigned clients. The plan will include: Introduction as the CSA, presentation of current list of outstanding issues and proposal for resolution; plan for adoption and new product growth.
Establish a recurring touch-base meeting – (frequency based on needs) to build the relationship, drive growth and review issues/resolution progress.
Identify the top clients that represent the largest opportunity for adoption and revenue growth and work towards implementing adoption programs with them.
Create a cadence for proactive outreach with your clients to add value and drive engagement.
Every assigned client has a regular monthly check-in email or call cadence
All the key contacts of your clients have been identified and know who you are.
You are working your client expansion opportunities and value delivery
Maintain all documentation regarding client (in Salesforce) so that their health status is up to date and available so anyone can consult the information at any time.
Keep relevant IC teams informed of any issues/changes that may impact the relationship with a client.
The CSA must use excellent interpersonal skills to quarterback growth initiatives and issue resolution plans with internal IT resources, Implementations Managers, sales team members and other departments to help their clients.
Public Relations and a good reputation are critical for the company’s long-term success. It is imperative for the CSA to maintain a sense of urgency and manage customer communications so that a client is never left wondering.
The CSA must be ready at any time to work with a client that is identified at risk and attempt to save the client. Revenue retention is critical.
Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution.
Sharing best practices so that you are consistently adding value to the clients is paramount.
Qualification
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Required
Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/zoom
Outstanding verbal, written, presentation and interpersonal skills are required
Self-starter with a demonstrated ability to achieve results
Excellent time management, organizational and planning skills
Experience using standard MS Office tools and Salesforce
Customer driven, results oriented, efficient, and willing to go the extra mile
Preferred
Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus
Company
InvoiceCloud, Inc.
InvoiceCloud provides a complete, simple, and secure electronic bill presentment and payment solution.
Founded in 2009
201-500 employees
H1B Sponsorship
InvoiceCloud, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (5)
2022 (3)
2021 (2)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
B
Bob Bennett
CEO
Bob Lapides
President Government, Utilities and Business Services Division and Co-Founder of Invoice Cloud
Company data provided by crunchbase
