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Job Summary
The Customer Success Specialist for Backbook and Retention is responsible for managing and growing relationships with existing customers, with a particular focus on aged accounts (6+ months) and those not currently using integrated processing. This role is crucial in driving adoption of integrated processing services and reducing churn risk among credit card processing customers.
Responsibilities
- Backbook Customer Management:Develop and implement strategies to engage and upsell integrated processing services to existing customers not currently using this offering.
- Churn Prevention:Identify and proactively manage aged customers (6+ months) at risk of churn, particularly those using credit card processing services. Develop and execute retention strategies.
- Account Analysis:Regularly review account health metrics, usage patterns, and customer feedback to identify opportunities for improved engagement and risk of churn.
- Upselling and Cross-selling:Identify opportunities to expand product usage and increase revenue within the backbook customer base.
- Customer Education:Design and deliver targeted training sessions and resources to promote full utilization of our services, especially integrated processing.
- Relationship Building:Establish and maintain strong relationships with key stakeholders in assigned accounts to ensure customer satisfaction and loyalty.
- Reporting and Insights:Prepare regular reports on backbook customer health, churn risk, and success of retention initiatives. Provide actionable insights to the team lead.
Requirements
- 3+ years of experience in customer success, account management, or related field
- Proven track record in customer retention and upselling strategies
- Strong analytical skills with the ability to translate data into actionable strategies
- Excellent communication and presentation skills
- Experience with CRM platforms and data analysis tools
- Bachelor's degree in Business or related field
Preferred Skills
- Experience working with long-term customer accounts
- Familiarity with churn prediction models and customer health scoring
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
Salary Range
US Remote: $50,000- $55,000 USD per year
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Last updated on Aug 21, 2024