Job Description
Full-Time
Benefits Offered: Dental, Life, Medical, Paid Time Off, Retirement, Vision
We are a leading technology company dedicated to helping businesses streamline their operations, offering a comprehensive agreements platform tailored to the Hospitality and Travel sector. Our platform is trusted by major brands such as Marriott, Topgolf, and AEG Worldwide to facilitate efficient and secure document signing, card authorizations, and payments. Our user-friendly solution supports tens of thousands of businesses in over 135 countries, processing over $5 billion in payment requests annually. We are committed to enhancing the guest and traveler experience globally.
As a Payment Processing Solutions Consultant, you will focus on nurturing existing accounts, ensuring clients maximize the payment processing solutions they have invested in. This role involves proactive engagement with merchants, addressing concerns, providing solution support, and assisting with financial reconciliation issues. Extensive experience in the Credit Card Payments and Hospitality industries, along with knowledge of property management and hotel financial systems, is essential.
This position requires travel to customer sites and/or trade shows.
The ideal candidate is empathetic, patient, creative, and has a background in SaaS sales and customer service.
You will report to the Director of Enterprise Payments.
Candidates must reside in the United States, in Chicago, or within one of the following approved states for remote work: AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI.
Throughout the interview and onboarding process, we reserve the right to conduct independent reference checks to verify past experience and performance, in addition to our standard background check and onboarding procedures.
Challenges You'll Tackle:
- Develop a deep understanding of our product suite.
- Build and maintain strong customer relationships.
- Assist clients with product usage issues.
- Recommend new and improved products, highlighting their value.
- Support the transition of new clients to self-sufficiency using Customer Success software (ChurnZero, Salesforce).
- Provide training and educational materials to clients.
- Conduct live training sessions with customers via Microsoft Teams.
- Keep detailed records of customer needs, questions, and interactions, sharing them with the Customer Success & Sales Teams as needed.
- Utilize standard operating procedures to solve routine problems.
- Collaborate with internal teams, including Sales, Engineering, Product, and Marketing.
- Work on special customer setup and adoption projects as necessary.
- Regularly engage with existing merchant accounts via phone, email, and virtual meetings to ensure they are fully adopting and benefiting from our payment processing solutions.
- Identify and address any client objections or concerns regarding our solutions, providing clear and effective resolutions.
- Guide clients through the setup and ongoing use of their payment processing solutions, ensuring they understand and can utilize all features and benefits.
- Assist clients with financial reconciliation issues, providing troubleshooting and solutions for accurate financial management.
- Maintain detailed records of client interactions, progress, and issues in the CRM system. Follow up on outstanding issues and ensure timely resolution.
- Gather and report client feedback to relevant departments to improve product offerings and customer experience.
- Conduct training sessions and create educational materials to help clients maximize the use of their payment processing solutions.
- Monitor and analyze account performance, identifying areas for improvement and opportunities for upselling additional services.
What You'll Need to Succeed:
- Bachelor's Degree from a four-year accredited College/University or related work experience.
- 5+ years of experience in a customer onboarding, implementation, or sales and customer service role.
- 5+ years of experience in payments and hospitality.
- Experience with Customer Success software (i.e., ChurnZero).
- Passion for customer success and driving customer outcomes.
- Ability to simplify complex topics for specific audiences.
- Strong problem-solving and analytical skills.
- Exceptional attention to detail.
- Ability to organize workload effectively.
- Ability to collaborate well within a team and manage workload independently.
- Energetic and driven to succeed.
- Highly motivated with a positive attitude.
- Excellent communication skills.
Desired Candidate Attributes:
- Communication
- Teamwork
- Time Management
- Organization
- Interpersonal Skills
- Work Ethic
- Stress Management
- Creativity
- Resourcefulness
- Openness to criticism
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to type, use a computer, phone, cell phone, and other office/home office equipment/technology. Must be able to speak, see, and hear. Must be able to remain in a stationary position for prolonged periods of time.
What's in it for you:
You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program.
We are proud to be an Equal Opportunity Employer. We are committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.
Employment Type: Full-Time
Salary: $ 75,000.00 110,000.00 Per Year
Job Tags
Full time, Temporary work, Work experience placement, Local area, Immediate start, Remote job, Worldwide, Home office,