About the role
Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly
how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe! Summary: The Client Support Manager (CSM) is responsible for developing strategic relationships and managing the overall program health for a defined portfolio of clients. To be successful, the CSM will gain an intimate understanding of their clients’ programs, competitive landscape, and business goals. The CSM will have a positive relationship with client contacts and decision-makers. The CSM must balance being an advocate for the client and Onbe. A successful CSM understands Onbe's strategic direction and effectively identifies new opportunities within existing clients, and knows when and how to collaborate with Sales. This role is hybrid that will work onsite 2 days per week at one of our locations: Chicago, Philadelphia or Dallas metro areas. Occasional travel may be required as part of this role.
Responsibilities: Serves as subject matter expert on the account to defend revenue and support the growth of the existing account Review key reports and metrics related to the program, analyze the data, and discern any issues or opportunities. Participates in the annual client budgeting exercise and reviews numbers monthly for variances to actual analysis. Conducts effective routine conversations and presentations for clients. Engage in the Implementation process as needed– attend kick off builds, create the Journey Map, stay abreast of the project health, and attend the go-live call. Responsible for ensuring first-order health for new clients and/or programs. Works closely with the Client Success Specialist and Client Service to ensure that tasks that are done to support the client's health are done timely and accurately (i.e., order processing, payments, service inquiries, etc.). Knows when to properly escalate existing client issues to ensure accurate resolution and cross-functional prioritization. Responsible for healthy CSAT and NPS scores (measured annually) – and creating an account plan based on the CSAT results. Attend internal and external client meetings. Assist Sales with the Account Plan and Situational Analysis (annual exercise). Assist the Director of Client Success in mentoring and coaching Client Success Specialists on strengths you'll need to grow in your own career. Works on internal development projects as assigned and proactively created from their own identified business needs.
