What does a successful Customer Success Manager do?
At Fiserv, a successful Customer Success Manager (CSM) is dedicated to supporting our Small Business clients by maintaining and deepening relationships. You will be the bridge between our clients and internal teams, ensuring compliance, optimizing product use, and enhancing customer satisfaction. We're looking for someone who embodies our mission of helping clients meet their customers where they are, aligning with the way they live and work today.
What you will do:
- Proactively handle or respond to pricing requests for existing merchants
- Refer new facility requests to the Direct Sales Team
- Facilitate the provision of additional devices with Operations and Service teams
- Assist with changes to account or address details and online service portal access
- Collaborate with internal teams to gather additional information from merchants for compliance, risk, and credit guidelines
- Circulate compliance updates related to transaction processing
- Analyze merchant activity, including repeat service calls, transaction activity, chargeback volumes, and held transactions
- Initiate communications to merchants completing Likely to Recommend (LTR) surveys for 'Detractor' and 'Request a call-back' responses
- Manage complaints raised through direct or referral channels
- Communicate software updates, product features, scheduled maintenance, and relevant business information to merchants
- Ensure overall satisfaction and proactive retention of customers through a deep understanding of Fiserv’s core business and products
- Conduct ongoing portfolio reviews and maintain merchant profile information
- Adhere to Fiserv policies and procedures
What you will need to have:
- 4+ years of experience in Client Service or Account Management in Technical Support, Customer Service/Success, or Incident Management
- 4+ years of experience in the payments industry, merchant acquiring, or banking & finance
- Proficient knowledge in Salesforce or a similar CRM (4+ years)
- Bachelor’s Degree in Business or related field and/or equivalent military experience
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