CUSTOMER SUCCESS MANAGER - KANSAS CITY, MO.

Location: Kansas City, Mo.

The Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of existing and new product offerings. The CSM role is a blended project management, account management and business development role responsible for the oversight of client projects as well as the management of the client relationship on behalf of the organization. This position interacts and coordinates with all departments within EML in order to deliver successful projects. The CSM will manage all details of the client relationship including technology deployment, client/user adoption strategies, billing management, client support escalations, as well as leading business development activities. This position will be required to report regularly to both EML and client executives on project and account health.

EDUCATION AND EXPERIENCE REQUIRED:

  • Bachelor’s degree required
  • 5 plus years customer success, account management or business development experience
  • Experience in prepaid, banking or other financial services industry preferred

 

DISTINGUISHING CHARACTERISTICS AND QUALIFICATIONS:  

The CSM must exhibit the following characteristics:

  • Team orientation
  • Empathy    
  • Curiosity and Assertiveness
  • Self-direction and strong sense of ownership
  • High level of urgency
  • Commitment to winning
  • Customer Focus
  • Multi-tasking
  • Sense of Humor
  • Pride in work and accomplishments 
  • Belief in personal and team accountability 
  • Attention to detail
  • Humility
  • Self-awareness

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Acts as a trusted advisor, thought leader, and subject matter expert to customers and partners, both internally and externally
  • Develops and maintains a deep understanding of customers’ business drivers and goals, and steer program activities to align with those initiatives
  • Maintains relationships with key customer and partner stakeholders
  • Drives the customer engagement end-to-end including budget, customer expectations, delivery team success, reporting and invoicing
  • Takes a leadership role in advising customers with respect to prepaid programs and technology
  • Leverages up and cross-sell opportunities
  • Interacts with internal and external resources to obtain needed information to manage work to completion
  • Has ability to facilitate discussions with client and partner leads to obtain status on current / future tasks and assist with identifying project issues
  • Demonstrates problem-solving and analytical skills as well as reasoning ability to facilitate the decision making processes. 
  • Sets positive standards and inspires others to exhibit excellence in their work
  • Recognizes areas of improvement in processes; propose effective solutions and implement process changes within the organization.
  • Other tasks and duties as assigned by the VP of Operations and Manager of Customer Success 

DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES:

  • Strong empathy for customers and their success
  • Proactive, positive, self-starter, and team player with a love of continually improving the processes around you
  • Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function
  • Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
  • Track-record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s return on investment with your services
  • Ability to digest complex data and regurgitate it back to customers in a manageable and concise way
  • Excellent presentation and meeting facilitation skills to small and medium sized groups
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high level customer satisfaction and retention in a fast-paced environment
  • Ability to bring suggestions for project risk and issue tracking and resolution, and resolve escalated issues (as needed)
  • Motivated by an entrepreneurial mindset and comfortable with ambiguity

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

Essential functions require sitting approximately 90% of time, with balance of time spent traveling to various locations within the office building. Must be able to answer telephones and meet with employees and others who have business with EML. Must be able to read a variety of printed or handwritten material including statements, reports, and/or forms.  Must be able to operate office equipment including a computer, fax, copier, etc. Must be able to hear and speak clearly and distinctly to provide information in person or on the telephone. Ability to travel up to 40% of the time as needed.