Customer Success Manager at CardX

| Chicago
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About Us

CardX is a payment technology company that’s changing the way businesses accept credit cards. We’re focused on introducing more options for consumers, delivering automatic compliance through software solutions, and making payments more fair for everyone.

Our core values are positivity, respect, and excellence. We’re confident that, at CardX, you’ll have one of the best professional experiences offered anywhere: members of our team work directly with stakeholders and are regularly in the driver’s seat on high-profile client opportunities and relationships. On our team, you’ll be supported by talented colleagues who share your winning mentality and are, like you, energized by excellent work.

Position Details

The Customer Success Manager will be responsible for fostering long-term relationships with key merchants post-onboarding. This individual will be the main contact for our merchants to ensure their success and happiness with CardX’s products and services. The Customer Success Manager should be a strong client advocate with engaging communication skills and experience working with clients in a similar role. As part of a newly created team, you will have the opportunity to shape how we support our clients and influence our customer success strategy for future clients.

Responsibilities

  • Advise merchants on best practices to take full advantage of their CardX processing solutions post onboarding stage
  • Develop and facilitate Business Reviews for an assigned portfolio of merchants, understanding the merchant’s business goals, addressing any outstanding needs, and identifying cross-sell opportunities on additional processing solutions
  • Monitor client satisfaction survey results and demonstrate a proactive, solution-based approach to mitigate escalations
  • Actively monitor merchant processing volume and contact any merchants who experience a predetermined revenue decline
  • Analyze merchant feedback and retention rates to make recommendations that inform future customer success initiatives and interactions 
  • Advocate for best practices to improve the overall merchant experience and enhance the value of CardX’s software solutions

Qualifications

  • Bachelor’s Degree required
  • 3-5 years of experience in a similar role, including customer success or account management
  • Exceptional client advocacy skills with a strong ability to negotiate and manage expectations
  • Excellent attention to detail and proven research and analytical skills
  • Excellent written and verbal skills with a high-level of professionalism
  • Strong interpersonal skills, including professionalism, diplomacy, and composure
  • Client-first mindset and the genuine desire to ensure CardX’s merchants have an exceptional experience

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ConfluenceManagement
    • JIRAManagement
    • ZohoCRM

Location

The CardX HQ is located on the Magnificent Mile just steps away from the Riverwalk.

An Insider's view of CardX

How do you collaborate with other teams in the company?

One way we build collaboration within our culture is by including other team leads in our daily product development scrum meetings. Ongoing transparency and feedback are encouraged from others via open slack channels. We also conduct regular stakeholder meetings that establish direct communication with senior management.

Venson

SVP, Technology

What does career growth look like on your team?

At CardX, career growth takes many different paths. On the Client Support team, teammates take pride in having strong product knowledge and best-in-class customer service skills. These skills often translate into a unique career path for each individual, and CardX promotes teammates into new, exciting roles based on their skills and interests.

Jenn

Director of Client Operations

How do you empower your team to be more creative?

We believe that creativity in the workplace happens when team members have a strong sense of agency and empowerment. Our goal is to ensure that our teams always have a high level of autonomy in the projects they’re working on, and building a culture where people have authorship of their work really fosters creativity within the company.

Michael

COO

What are CardX Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications
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