FIS · 1 day ago
Customer Success Manager Senior [Embedded Finance]
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Create tech support and customer success policies and procedures
Support weekly/monthly reporting to senior leadership
Manage Atelio’s support and customer success ticket queue
Triage and respond to tickets
Handle in-depth technical analysis and troubleshooting of issues reported by our customers, in collaboration with Atelio’s engineering and product teams
Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues
Work with key stakeholders internally to create playbooks and a repeatable, scalable customer support process.
Drive reported issues to successful resolution
Qualification
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Required
5+ years' experience in a Technical Support role, preferably in FinTech, card and account issuance, or payments.
Deep understanding of embedded finance or Banking-as-a-Service.
Familiarity working with card issuance, card processors, card networks and card printers.
Experience working with ticketing systems such as Zendesk.
Deep understanding of card transactions and ACH.
Ability to understand complex flows and work in collaboration with the engineering and product teams.
Excellent troubleshooting, problem-solving, and analytical skills.
Excellent written and verbal communication skills.
Familiarity with APIs and API clients such as PostMan.
Proven track record of successfully managing complex technical issues.
Multi-tasking, self-learning, highly motivated, and a team player.
Preferred
Startup experience is a major plus
Company
FIS
FIS is a fintech firm that provides advance integrated banking, wealth management, risk and compliance, and other solutions.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.5B2022-07-06Post Ipo Debt· $2.5B
2018-05-22Post Ipo Equity
2006-11-10IPO
Leadership Team
Douglas McAllister
CEO - Ventures / FIS AutoSuite VBO/BPO Operations
Stephanie Ferris
Chief Executive Officer and President
Recent News
2024-12-03
Business Wire
2024-10-31
2024-10-18
Company data provided by crunchbase
