Customer Success Associate - Kingston upon Hull, United Kingdom - DNA Payments

DNA Payments
DNA Payments
Verified Company
Kingston upon Hull, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

The role
We're looking for a Customer Success Associate to join our expanding Operational team.

Reporting to Head of Enterprise Client Services, You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers.


The role is critical in terms of helping to drive optimal service for key accounts & partners, in collaboration with our Sales and Operational teams.


We value ambition, we are curious, and we are honest - it's in our DNA.
Working hours: 37.5


Location:
Office based / Remote / Hybrid


Key responsibilities:


  • Managing key account queries/ escalations which require tailored Operational support & rapid resolution.
  • Working with the Corporate/ Partner Sales team, to ensure Operational support is planned for large roll outs.
  • Devise ideas to improve all aspects of the Corporate/ Partner Operational journey from onboarding, growth and lifecycle servicing
  • Identify any key trends or process gaps, that will improve the overall key account proposition.
  • Maintain key contacts with onsite software providers & partner contacts, to ensure clear collaboration for the 2nd line support teams.
  • Provide oversight in collaboration with Finance & Credit control for timely accurate billing
  • Coordinate root cause analysis for any incidents and issues, to ensure we have clear mitigation actions.
  • Attend any key partner calls hosted by the Sales Account Manager to offer any Operational guidance or support.
  • Investigating ticket trends to identify ticket reduction to aid selfservice.
  • Systems used
  • Salesforce, Microsoft Tools (Excel/Word), Internal Terminal management systems, Internal Merchant Processing platforms for servicing

Competencies:


  • Previous experience in direct customer support, preferably with corporate clients.
  • Passionate about driving an optimal client experience.
  • Strong time management and prioritisation skills.
  • Flexibility to adapt to changing priorities.
  • Confident in handling escalations and conducting service reviews with senior corporate clients.
  • Ability to collaborate & engage in a positive manner.
  • Systems experience
  • Salesforce CRM system.
  • Minimum 2 years Customer service/ senior Relationship Manager experience.
  • Have ability to read data and identify trends.

Benefits

  • Competitive salary depending on experience
  • Life Assurance 4 x annual base salary
  • Income Protection
  • 25 days holiday + public holidays
  • Private Medical Scheme
  • Enhanced Family Leave
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