Customer Success Manager - Bilingual

Company Description

G2 Risk Solutions (G2RS) is the unrivaled pioneer and leader in merchant risk onboarding and monitoring solutions for the payments industry since 2004. We combine modern technology with 20 years of unique merchant data and tenured risk expertise to help merchant payments providers grow their businesses while avoiding costly fines and reputational damage.

A CSM serves as a main point of contact to our clients. They will interact with clients on a daily basis and provide comprehensive account management (including but not limited to - training and educating clients on products and services, answering questions on reports/deliverables, providing guidance and recommendations on industry best practices, etc.). Must be comfortable making and receiving calls to/from clients. Clients will be located across the globe.

G2 Risk Solutions prides itself on delivering exceptional customer service and our Customer Success Team members are an integral part of meeting this goal. Critical to this role is working collaboratively with Sales, Marketing, Operations and other cross-functional teams. 

Job Description

Key responsibilities

• Major point of contact with client base.
• Manage account setup and train newly boarded clients.
• Provide outstanding on-going account management and customer support, ensuring client satisfaction and retention.
• Educate existing clients on the value of additional G2 services and solutions.
• Identify, investigate, track and resolve inquiries and issues in a professional manner.
• Contribute and work collaboratively with internal teams, providing relevant feedback to internal stakeholders.
• Able to collaborate with internal team on key initiatives.
• Manage time well to complete assigned projects, assist teammates, and meet strict deadlines.
• Work within a team of other analysts, communicating effectively with colleagues.
• Completes all special projects and other duties as assigned.

Critical skills

• Ability to tolerate somewhat repetitious tasks.
• Tolerance for reviewing sensitive and risky web content.
• Familiarity with MS Office and Excel in particular
• Good self-motivation

Qualifications

• 2-5 years business development/customer success experience (payment, risk management or related field/industry a plus)
• Fluency in English and Spanish and/or Portuguese
• Track record of customer focus and excellence and the ability to anticipate the needs of customers.
• Superior organizational and time management skills
• Outstanding written and oral communication abilities
• Negotiation and presentation skills
• Ability to multi-task and adapt to quickly changing priorities, being able to make sound judgement calls.
• Attention to detail and quality of work, innovative, creative thinking skills to ensure the organization is providing a ‘best in class’ client experience.
• General computer knowledge
• Strong team player
• Bachelor’s degree or higher desired

Additional Information

This position is a fantastic opportunity to work for a fast-growing company. We offer a comprehensive benefits package including medical, dental, vision, LTD, Paid Time Off 401(k) and potential for annual bonus. 

Salary range: $65,000 - $75,000 based on experience, background, and location. 

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G2 Risk Solutions is an equal employment opportunity employer and strives to comply with all laws prohibiting discrimination based upon, as applicable, actual or perceived race, color, creed, religion (including religious dress, grooming practices and protective hairstyles), sex, sexual orientation, gender identity or gender expression, pregnancy, marital/domestic partner status, national origin, alienage or citizenship status, primary language, immigration status, military and veteran status (including whether honorably discharged or not), intern or volunteer status, status as a victim of domestic violence, sexual assault, or stalking, ancestry, age, physical or mental disability, AIDS, HIV and Hepatitis C status, medical condition, including cancer and genetic predisposition information or characteristics (or those of a family member), or any other category protected by federal, state or local laws.