The Customer Success Executive will work as part of the AIBMS Customer Success Management Team, who support a large book of SME customers (Mid and Low tier).
The successful candidate will be a dedicated point of contact for a portfolio of 220 Mid tier merchants, and will have responsibility for conducting key RM, merchant engagement, customer success and retention activities within the team and across the wider portfolio.
The position is office based, but will require the employee to spend approximately half their time in field activities outside the office.
The successful candidate will be responsible for scheduling annual customer visits for top accounts, managing revenue growth and maintaining margin to agreed targets, managing merchant attrition, organizing and executing bank branch / main street campaigns, assist with nationwide SME briefing events, and contributing to social marketing activity.
Alongside the proactive activities listed above, an important aspect of the role that will take up to 50% of their time will be to respond to attrition triggers as they arise, assisting the Retention Team in avoiding merchant attrition.
The role is multi-faceted, dynamic and evolving, requiring the ability to plan scheduled activities while equally having the ability to multi-task, react and prioritise according to merchant needs as they may arise.
A high level of customer engagement, both in person and by phone is expected. We are looking for a service-oriented professional with a sharp focus on productivity, that displays strong interpersonal and communication skills, is self-motivated, organised and can demonstrate a proven record in multi-tasking. Key Responsibilities :
Maintain an account management plan to include annual review meetings plus named response contact for a set of 220 mid tier accounts, to include site meetings, achieving account objectives, forecast annual and quarterly revenue, and planning to achieve agreed revenue growth, margin and attrition targets.
Provide update reports on plan with details of weekly activity, including portfolio KPIs, team activities, any identified risks to plan, all merchant engagements, solution delivery status and other key updates.
Represent the team and establish face to face contact with merchants across the wider team portfolio of several thousand customers through regional engagement events and social activity.
Control and maintain of margin by successfully managing rate reviews assigned to them to meet business targets for retention and margin.
Ensure that opportunities for sales of additional products and services are identified and progressed in line with expected standards & business targets, in particular identifying upgrade opportunities to add merchant value via strategic Clover, Authipay, integration, app market solutions and sector solutions.
Capture all customer communications and maintenance of our CRM and customer success software tools.
Liaise with internal departments and external partners as required to gather the necessary information to answer customer queries correctly.
Be able to understand and explain complex processes including transaction pricing and billing mechanisms; equally be able to consult with and understand our merchants' needs and help them to evaluate best solution outcomes.
Share with our business competitor information and market trends; share with our merchants key market trends, product road maps and industry development s for payments.
Work effectively as a team member, undertaking project / initiative leadership alongside colleagues. Qualifications : The ideal candidate will have a track record of building strong commercial relationships, ideally in payments or related industries such as telecoms or SaaS.
They will have managed a large volume of accounts and be skilled at assigning their activity where required across a large portfolio.
At least 2 years proven experience with customer success or retention programme for SME or business customers preferable, consistently achieving or exceeding revenue targets
Numerate and analytical. Comfortable using data analytics to inform strategic thinking, effectively manage a portfolio and track performance.
Strong computer skills including an advanced knowledge of MS Office (esp. Excel)
Ability to think innovatively and creatively
Ability to multi-task, being proactive, efficient and independent
Good communication skills
This role will involve travel outside of office, so the successful candidate must have a full clean driving licence and own transport.
Job : Inside Sales* Title : *Customer Success Executive* Location : *Ireland-Dublin-Clonskeagh-Dublin - Unit 6, Belfield Offi* Requisition ID : *2682430*