Key skills
Customer success experienceVerbal communication skillsWritten communication skillsSoftware proficiencyInterpersonal skillsAttention to detailProblem solvingAdaptabilityCommunicationCustomer SuccessAccount ManagementSales
About this role
Cherry is a fast-growing FinTech company that offers a Buy Now, Pay Later solution for medical practices. The Customer Success Manager will partner with customers to enhance retention and drive growth through effective engagement and training, while leveraging data and insights to optimize outcomes.
Responsibilities:
- Develop relationships with a large number of partner practices, driving mutual success through the retention and growth of Cherry transaction volume
- Proactively leverage data, insights, and technology to optimize engagement of your partner practice portfolio and maximize desired outcomes
- Share enthusiasm, best practices, and enable partner practices with a focus on leveraging payment plan technology to grow their business
- Strategically allocate your time on the most productive opportunities of growth and risk mitigation within your portfolio of partner practices
- Master the industry and use expertise to influence business process adoption with your customers as a trusted advisor
- Accurately forecast your expected portfolio transaction volume on a regular basis
- Consistently log and track interactions in our Customer Relationship Management system
- Take initiative to continuously improve your approach by seeking feedback, learning, and experimenting with new engagement tactics
- Take ownership and accountability of your own success, as well as that of your customers
- Strengthen Cherry in your assigned portfolio by asking for referrals at every possible opportunity
- Partner with customers over experience feedback to help inform stakeholder teams, like Product, of opportunity areas
- Be a team player, give and accept feedback, collaborate with colleagues, and seek to lift every member of your team to greatness
- Act like an owner at all times
Requirements:
- 2+ years of experience in a customer-facing role
- Exceptional verbal and written communication skills
- Strong ability to connect interpersonally with others
- High attention to detail and ability to follow procedure with accuracy
- Developed passion for the customer experience
- Comfortable working with various software platforms
- Adaptable and proven ability to troubleshoot on the fly
- Problem solver with can-do attitude and desire to outperform
- Bonus to those with sales, customer success, or account management experience