Summary
Join Sertifi as a Payment Processing Solutions Consultant and focus on 'farming' existing accounts, ensuring clients effectively utilize the payment processing solutions they have purchased.
Requirements
- Bachelorβs Degree from a four-year accredited College/University or related work experience
- 5+ yearsβ experience in a customer onboarding, implementation, or sales and customer service role
- 5+ experience in payments and hospitality
- Experience with Customer Success software (i.e., ChurnZero)
- Passionate about customer success and driving customer outcomes
- Ability to summarize technical and complex topics to a specific target audience
- Strong problem solving and analytical skills
- Extreme attention to detail
- Organization of workload
- Able to collaborate well with a team, but can also manage their workload independently
- Energetic and eager to succeed
- Must be highly motivated and have a positive attitude
- Excellent communication
Responsibilities
- Develop a rich knowledge of all Sertifi products
- Establish customer rapport and acceptance
- Help clients to solve problems with product usage
- Recommend new and improved products to the customers and explain how our solution will add value
- Facilitate the transition of new clients from implementation to self-sufficiency using Customer Success software (ChurnZero, Salesforce)
- Educate clients through sharing training materials, and answering any follow up questions
- Perform live trainings with customers via Microsoft Teams
- Maintain customer needs, questions, and interactions to capture and share with Customer Success & Sales Teams as needed
- Utilize existing standard operating procedures to solve routine problems
- Collaborate with internal teams including Sales, Engineering, Product, and Marketing
- Work on ad-hoc customer set up and adoption projects as necessary
- Client Outreach: Regularly engage with existing merchant accounts via phone, email, and virtual meetings to ensure they are fully adopting and benefiting from our payment processing solutions
- Objection Handling: Identify and address any objections or concerns clients may have regarding the use of our solutions, providing clear and effective solutions
- Solution Assistance: Guide clients through the setup and ongoing use of their payment processing solutions, ensuring they understand and can utilize all features and benefits
- Financial Reconciliation Support: Assist clients with any issues related to financial reconciliation, providing troubleshooting and solutions to ensure accurate financial management
- Account Management: Maintain detailed records of client interactions, progress, and any issues in the CRM system. Follow up on outstanding issues and ensure timely resolution
- Feedback Collection: Gather and report client feedback to relevant departments to improve product offerings and customer experience
- Training and Education: Conduct training sessions and create educational materials to help clients maximize the use of their payment processing solutions
- Performance Tracking: Monitor and analyze account performance, identifying areas for improvement and opportunities for upselling additional service