Client Success Manager

What makes an AFF Manager of Client Success: 

• The Client Success Manager, in partnership with the Client Success Director, is responsible for maintaining and growing business relations within our key strategic accounts. This position involves understanding partnership goals, pain points, and workflows to drive product adoption, retention, and program expansion. CSMs will leverage their ability to influence decision-makers and their experience in driving complex process changes to position American First Finance (AFF) solutions and best practices to maximize value for the partnership/customer. 

What we offer: 

• Paid Time Off, 401K Matching, Medical, Dental, and Vision Benefits!
• A high-growth organization with advancement opportunities!
• Diverse, Collaborative, & Fun Work Environment! 

Roles and Responsibilities: 

• Achieve and exceed monthly and quarterly assigned targets and projections. 
• Use a consultative approach to drive product adoption, engagement, and expansion across our portfolio of key relationships. 
• Act as the go-to person and escalation point for issues and opportunities within the partnership team. 
• Monitor partnership health, usage, and evolving needs, executing playbooks to assist them in maximizing value from our solutions. 
• Maintain a deep understanding of the product and communicate features and functionality that will improve workflow. 
• Gather and communicate customer/partnership feedback and feature requests to inform key product discussions. 
• Occasionally travel to meet merchants in person, identify expansion opportunities, manage upsells in partnership with the Client Success Director, and coordinate cross-sell opportunities. 
• Conduct competitor analysis routinely to drive strategy and close gaps. 
• Work collaboratively with cross-functional teams (Marketing, Data Science, IT, etc.) to achieve merchant/AFF goals. 
• Accurately track, report, and present the performance of top merchant partners and the impact of new initiatives. 
• Train new/existing merchants on the benefits of using the AFF solution and how to most effectively use our system to grow their business. 
• Actively engage existing merchants within your assigned portfolio by building and maintaining rapport, providing information and value, resolving concerns, supplying needed training, and marketing materials, and more. 
• Determine and execute appropriate level of merchant engagement, including weekly, monthly, and quarterly business reviews.  
• Ability to track and adhere to departmental budget spending guidelines. 

Qualifications:

• Associate degree in a relevant field or equivalent experience.
• Minimum of 1 year supporting a large business relationship in a Client Success or Account Executive role.
• Proven experience working in a client-facing role. 
• Strong interpersonal skills and a track record of building collaborative relationships. 
• Familiarity with sales cycles in competitive markets, technical aptitude, and proficiency with Excel, PowerPoint, and Microsoft. 
• Knowledge of sales techniques and tools. 
• Exceptional presentation, organizational, and communication skills (both written and verbal). 

Note:  The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons. 
 
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to certain disputes.
 
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Our values are what drive us.

Servant Heart

There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success.

Dare To Be Different

We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more.

Embrace Change

That’s not fear, that’s excitement. We see change as core to our survival, and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more.

Get Stuff Done

We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do.

No Drama

We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.

Walk The Talk

We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing.