Customer Success Manager

About the company.

We are a market-leading fintech company that supports over 30,000 businesses across 71 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our customer service department to support a growing customer base.

With an inclusive culture, we support every employee with a personalised progression plan to identify a clear and achievable career path for success.

About the role.

Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - we take it personally.

As Customer Success Manager at the Orlando office, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner. Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints.

Responsibilities.

- Retain customers, contributing the company goal of a 1% churn of customer base.

- Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.

- Manage all canceled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.

- Use Net Promoter Score results from cancellations to address detractor issues.

- Answering customers' billing and subscription queries.

- Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.

- Ensure all customers understand the value of the company’s products and services.

- Deliver against KPIs in key areas of activity and productivity.

- Optimize customer experience by effectively utilizing the CRM.

- Follow all relevant processes and proactively give feedback to improve them.

Benefits:

● Progression and increased basic salary through performance targets

● Earn uncapped commission through an “inbound sales” approach

● 20 days annual leave, plus bank holidays

● Exclusive retail, restaurants, travel and accommodation discounts

● Modern “London-style” offices. Includes PS4, ping pong tables and summer tiki bar, with free parking

● 24/7 access to health/well-being online center

● Company celebratory events (summer and winter)

● Long service and half annual awards

Why EposNow… Epos Now is a market-leading fintech business with an international presence (71 countries and counting!). As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. In fact, our company mission is to make commerce accessible to everyone. We proudly deliver a top customer service experience to our customers across the world, with offices in the UK, USA and Australia. Every Epos Now employee is supported with a personalised progression plan, and we are quickly expanding our customer service teams to support future growth - it’s an exciting time to join us!

What are the next steps? Interviews for this role are starting immediately. Successful candidates will have a short screening call with our recruitment partner, RecruitmentJunky, before being invited for a face-to-face interview with a hiring manager at our Norwich office. Ready to begin your career with us? Apply now and submit your application online. We care deeply about being inclusive. We encourage applications from people with diverse backgrounds and experiences