Client Success Manager

Client Success Manager

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FinMkt is a fast growing, New York-based financial technology company providing financial marketplace technology solutions to consumers, merchants/retailers, banks and alternative finance companies. Our industry-leading Gateway platform connects customer loan offer requests to relevant third-party loan offers in real-time. We have deep integrations with some of the world’s largest tech-enabled lenders who use our marketplace platform to present loan offers and also to monetize declined applications. From a cultural perspective, we believe that a team’s shared values are critical to success and are proud of our beliefs which center around: honesty, integrity, passion, teamwork and loyalty.

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If those values describe you (and you have permanently removed the words “impossible” and “can’t” from your vocabulary), then FinMkt is the place for you!

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The Role

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FinMkt is seeking a Client Success Manager to join our hardworking and fast-paced digital solutions team. This key individual will reflect the values of FinMkt and be responsible for organizing our merchant support team to promote streamlined communication and rapid resolutions. They will be accountable to manage and achieve retention and growth, and set ambitious goals for the aggregate portfolio of Merchants as well as managing SLAs and KPIs. 

The Client Success Manager will apply a dynamic approach to solving complex issues and ensure the client and vendor can confidently operate the FinMkt Gateway technology. This runs parallel to an empathic, positive and welcoming attitude with strong communication skills that welcome any necessary follow-up support. This individual is the voice of Gateway technology as the primary point of contact for clients’ during their application and our merchants’ daily platform interactions. They should have a proactive approach to troubleshooting and apply analytic skills to gather data and solve for the root cause of the issue. This role is perfect for a hands-on client manager who thrives in an environment that values rapid responses and tracking data to develop end-point solutions.

This position requires at least two years of professional client service or support experience (tech, SaaS, or similar, finance support experience is a plus), strong written communication skills, meticulous attention to detail, and the ability to take initiative to problem solve. Candidates should be comfortable learning new technology, multi-tasking in a busy environment, and be able to work independently. FinMkt offers generous growth opportunities for ambitious, hardworking team members. This position requires one weekend day per week.

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Responsibilities

• Educate merchants on the flexibility and capabilities of the platforms and products to encourage their continued use of our platform. 
• Develop client relationships to expedite the consumer application process and promote merchant loyalty and retention.
• Provide timely merchant support to develop loyalty and ensure a great customer experience.
• Communicate with technical staff and facilitate rigorous troubleshooting, exhibiting a sense of urgency towards meeting client requests. Take direction from department leadership to maximize the efforts of the entire Client Success Team.
• Drive volume within an assigned merchant portfolio by promoting FinMkt’s solutions with both established and underperforming merchants. Draft proposals of how to re engage dormant merchants.
• Promote a team mindset with pride for the values associated with FinMkt and the FinMkt Gateway technology. 
• Willing to roll up sleeves to understand and refine our client success and accounts management processes.

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Requirements:

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• Preferred: BA/BS/MS degree in business, communications or a related discipline.
• Preferred: 2+ years of relationship management experience, ideally within the financing or payments space. Regardless, this candidate must possess a technical aptitude and ability to learn software programs and FinMkt’s products inside and out in order to provide technical support to merchants as well as provide training on products. 
• Preferred: experience with Intercom and Jira.
• Required: live chat experience.
• Collaborate effectively in a cross-functional team environment.
• Be self-directed and self-motivated with demonstrated experience in providing ideas and solutions to further business understanding.
• Be highly organized and proactive in both written and verbal communication including: full ticket ownership, following up to ensure the issues are resolved in their entirety and to the satisfaction of our vendors and clients, etc. 
• Effectively and clearly communicate instructions to others, summarize and articulate issues and clearly propose solutions.
• Properly handle sensitive information with the highest degree of integrity and confidentiality.
• Identify problems and provide compelling solutions to a variety of merchant needs. Provide white glove client service and support for all tasks- no question is too small and no problem is too big for exceptional service!
• Possess a keen understanding of solutions-based selling to support data-driven decisions.
• Demonstrate a high degree of personal and professional integrity – consistency, trustworthiness, honesty and fairness in dealing with clients and the internal FinMkt team communications.

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Location: 

NY, New York. Remote candidates welcome. 

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Contact:

info@finmkt.io

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FinMkt is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

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