Senior Customer Success Manager at ProductPlan ensuring customers realize full value of software solutions. Managing lifecycle from onboarding to renewal to drive satisfaction and product adoption.
About the role
- Merchant Operations Representative in a credit provider helping under-served customers achieve financial stability. Responsible for administrative support, onboarding processes, and risk identification.
Responsibilities
- Handle partners’ queries, support requests, and operational coordination. Act as a subject matter expert regarding specific issues and concerns raised by the partners.
- Provide accurate, valid, and complete information by using the right methods/tools
- Manage merchant/partner onboarding, including merchants' documentation in order and filed to facilitate the search when needed (official letters, complaints, etc.), data entry, and record-keeping.
- Provide technical guidance to the customer on using a product or service effectively and efficiently.
- Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
- Oversee store-related tasks, including creation, closure, and clerk management.
- Own the partner communication channel and NPS, by chats, Whatsapp and social networks.
- Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.
Requirements
- Bachelor's degree in industrial engineering, administration, or a related field.
- More than 1 year of experience in support and/or account management in sectors such as telecommunications, retail, and/or finance.
- Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
- Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.) and ZOHO, Zendesk, and other CRM systems
- Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.
Benefits
- 100% Company-funded health insurance for employees and immediate family members
- Life insurance
- Dental plan
- Phone finance, Headphone, home office equipment and wellness perks.
- Individual retirement plan 3%
- 20 days of vacations
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Catered lunches
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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