Customer Service Representative handling compassionate aftercare services for pets at Gateway Services. Building relationships with veterinary clinics and ensuring exceptional service to pet parents.
About the role
- CSM Leader managing customer success operations for finance solutions provider. Ensuring revenue retention and growth through outstanding customer loyalty and strategic management.
Responsibilities
- Management of direct reports and CSM team
- Conduct strategic analysis of Analytic Reporting (weekly/monthly) and distribute to leadership
- Handle customer escalations
- Serve as a liaison with all Emburse Teams (Operations, Sales, Accounting, Product, Marketing) across all Business Units
- Coordinate overall process improvements and workflows
- Familiar and engaged in Industry trends
- Coordinate action plans as needed based on customer feedback
- Responsible for cancellation process is completion, including reporting and auditing
- Responsible for CSM team onboarding & training plans
- Develop and mentor team members
- Coordinate Beta programs
- Conduct HR team member evaluations
- Organize and facilitate customer forums
- Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
- Contribute to the overall vision and strategy of the Client Services organization
- Align CSM team with Client Sales/Cross Sale team to identify revenue opportunities
- Monitor and identify adoption, maturity, growth and advocacy trends to inform customer and business strategy
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Establish Escalation process and adjust as needed
- Define and optimize customer journey
- Own key metrics for CSM team
- Recruit, mentor, groom and inspire a world-class team
- Propose improvements to your team’s organizational structure
- Achieve operational excellence
Requirements
- Past role in the Customer Service industry, preferably SaaS
- 5+ years as Manager, or similar management role
- Successful history working cross-functionally
- Strong interpersonal, organizational, and communication skills
- Time Management & work/life balance
- Proficient with Excel, Word, Powerpoint and Google Suite
- Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)
- Product Demonstration Skills
- Collaboration software experience: Confluence experience (or Wrike experience at Captio)
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- Experience with HR Systems: ADP, Small Improvements, Bamboo
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Excellent communication and presentation skills
- Enthusiastic and creative leader with the ability to inspire others
Benefits
- A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations.
- A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges.
- A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success.
- A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making for businesses everywhere.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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