Who we are…
We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule.
The Director of Client Success serves as the primary relationship owner for all client accounts with responsibility for retention and growth.
You are a high-energy, relationship and sales-centric person with the ability to assimilate and promote the company culture through relationships with clients. We look for you to be familiar with Salesforce tools, unafraid of learning new tools, capable of training others if needed, adapting, and leading. We look for you to lead by example, be hands-on, and be comfortable in an HR Tech environment. Your goal will be to use data and trends to share with customers to help them utilize the PayActiv resource to benefit the company and its employees. Must be very organized and able to adapt to meet the customers’ needs to make the business review process simple, painless, and practical.
Prepare and deliver effective customer presentations, including stakeholders at all levels of the organization from procurement up to C-Suite in support of continued relationship growth. Deliver regular status and result updates to internal and external teams, keeping all activity updated in the company CRM. Your focus should be on the innovation aspects of the role while allowing the customer success team to focus on the day-to-day customer activities. Ensure a deep enough understanding of customers’ individual experiences to head off potential issues before they become problems and make recommendations on changing needs and goals to achieve ongoing adoption and retention.
What you will do…
- Successfully lead and develop a team of Client Success Managers
- Increase customer adoption volume within existing assigned partnerships through account relationships and planning. Pipeline management and forecasting done via SalesForce.com.
- Ensure customer satisfaction and customer retention through consistent, productive account calls. Lead Client Business Review (CBR) activities with consistency.
- Capture information for case studies and referral information.
- Develop Trusted Advisor Relationships with Key stakeholders in their assigned base of accounts.
- Develop custom transition and integration process with the sales team to ensure the handoff from sales activity is seamless to the client that includes all stakeholders.
- Ensure customers receive requested products and services in a timely fashion.
- Communicate evolving customer needs to relevant departments.
- Deliver demos/presentations and understand nuances of products.
- Identify opportunities to grow business with existing customers.
- Coordinate with internal teams to ensure customer needs are met.
- Keep detailed records of customer interactions in the CRM platform and maintain a database of contact information.
- Keep up to date with company offerings and industry trends.
- Represent the company by consistently demonstrating the understanding and modeling of the company’s mission and values
- Align the overall corporate solution to the client’s business needs, challenges, and technical requirements.
- Outstanding interpersonal and communication skills: writing, editing, and presenting
Skills and Knowledge
- Ten plus years of experience in managing teams in customer-focused roles such as Customer Service, Account Management.
- Ability to establish a process to meet KPIs related to recurring revenue of current client base
- An innovative thinker, continually looking for ways to influence and drive the business forward.
- Excellent organizational skills
- Confident communicator, both written and verbal (being a liaison with customers is an essential element of this role).
- Self-starter with a proven track record and an entrepreneurial work ethic
- Discipline to manage multiple accounts.
- Ability to understand and respond to the customer’s needs.
- Proficient computing skills. MS Office. Salesforce or HubSpot CRM experience is preferred.
- Ability to work well with others and across functional teams.
- Bachelor’s degree in Business or Marketing.
- Experience in the fintech space a plus
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$150,000 – $170,000 a year
What we offer:
• Health, dental and vision insurance
• 401K, traditional and Roth
• Tuition Assistance or Tuition Reimbursement
• Monthly Gym Reimbursement
• Paid time off to volunteer
• Paid Family Leave (California)
• Paid Vacations
• Complimentary office lunches
• Opportunity to grow
• Opportunity to work with a great team committed to making a difference.