Customer Success Specialist - Aventura, United States - Salt (FinTech for Cannabis)

Description

Job Title:

Customer Success SpecialistAbout the CompanyActively servicing over 2,000 dispensaries across the United States, Salt has become the leading fintech platform powering the cannabis industry.

Salt provides the payments, marketing, sales, finance, data and loyalty infrastructure that becomes the nucleus for each dispensary, whether it is a single store or a multi-state operator.

Clients include many of the largest and most successful publicly traded MSO's in the United States.
Our leadership team brings over a century of experience in fintech and payments globally. We have channeled that experience to provide a variety of solutions to the cannabis retail sector. Our mission is to empower retailers to create better customer experiences that organically boost traffic and profit.


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Job Overview:

As a Customer Success Specialist at Salt, a leading merchant processing company in the Cannabis Industry, you will play a vital role in building and maintaining strong relationships with our valued customers in the payment processing industry.

Your primary objective will be to ensure customer satisfaction, drive retention, and promote growth by providing exceptional service and support tailored to their specific merchant processing needs.

With your expertise in payment processing solutions and your exceptional communication and problem-solving skills, you will deliver an unparalleled customer experience.

Serving as the primary point of contact, you will collaborate closely with cross-functional teams to address customer needs and maximize their success in the payment processing landscape.

Responsibilities:

Customer Relationship Management:
Cultivate and nurture strong, long-lasting relationships with assigned merchant clients, understanding their unique business requirements and objectives.

Serve as the trusted advisor and primary point of contact for customers, addressing their concerns and proactively identifying opportunities for optimization and growth.

Initiate regular communication to enhance customer satisfaction, engagement, and loyalty.


Customer Support and Issue Resolution:
Provide timely and effective support to customers, promptly addressing inquiries, troubleshooting issues, and resolving problems related to payment processing.
Collaborate with internal teams, including sales, operations, and technical support, to ensure prompt and accurate resolution of customer issues.

Advocate for customers within the company, ensuring their feedback and concerns are conveyed to the relevant teams for appropriate action.

Onboarding and Training:

Guide and support new customers through the onboarding process, ensuring a seamless transition and successful implementation of merchant processing solutions.

Conduct comprehensive product training sessions to educate customers on the features, functionalities, and best practices of our payment processing services.

Provide ongoing training and assistance to customers to optimize their utilization of our payment processing solutions and drive operational efficiency.

Customer Success and Retention:
Monitor customer health metrics, proactively identifying potential risks and opportunities for account expansion and growth.
Develop and execute strategic account plans to drive customer success, retention, and satisfaction.

Collaborate with the sales team to identify upselling and cross-selling opportunities based on a deep understanding of customer needs and pain points.

Product Feedback and Improvement:
Gather customer feedback on our merchant processing solutions, including payment gateways, point-of-sale systems, fraud detection, and payment security measures.

Effectively communicate customer insights and requirements to the product development and management teams to contribute to ongoing product enhancements and roadmap decisions.

Stay informed about industry trends, emerging technologies, and competitive offerings, providing valuable insights and recommendations to improve our products and services.

Qualifications:

Bachelor's degree in business administration, marketing, or a related field (preferred).Proven experience in customer success or account management, specifically within the merchant processing or financial services industry.

Strong knowledge of payment processing solutions, including payment gateways, virtual terminals, mobile payments, and e-commerce platforms.

Excellent communication skills, both written and verbal, with the ability to convey complex concepts clearly and effectively to diverse audiences.

Exceptional problem-solving and analytical abilities, with a track record of delivering innovative solutions to customer challenges.
Customer-focused mindset, with a passion for delivering outstanding service and building long-term, mutually beneficial relationships.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced, dynamic environment.
Proficiency in CRM software and other relevant tools for customer relationship management.

Join Salt as a Customer Success Specialist and be an instrumental force in our merchant processing company's growth and success.

Your dedication to customer satisfaction, extensive industry knowledge, and strategic approach will empower our clients to thrive in their payment processing operations while driving the overall success of our organization.

Onsite Position.
Salary Range $37,000 - $43,000
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