Client Experience Manager

Job Type

Full-time

Description

Who We Are:

Payments, Orchestrated.

Chattanooga-based Transcard offers comprehensive global payment orchestration solutions for banks, fintechs, and businesses. Our embedded payment solutions enable seamless transactions, collaboration, and data sharing with customers and suppliers worldwide. Features include disbursements, receivables, account-to-account payments, cross-border payments, AI insights, and supply chain financing.

Transcard's solutions combine multi-rail capabilities, embedded workflows, system of record integration, effortless reconciliation, and bank-grade security to support B2B and B2C payments for businesses of all sizes. Streamline financial operations with digital payments, monitor real-time activity, reduce fraud risk, and improve customer and vendor experience with an all-in-one payment portal.

Position Details:

This is a full-time position, working Monday-Friday during standard business hours with occasional after hours and weekend support. Compensation will be based on the qualifications of applicant.

Location:

This is a REMOTE opportunity in the United States. Candidate must reside in the US and be work authorized. We are unable to offer visa sponsorship.

Our corporate office is located in Chattanooga, TN.

Benefits:

Transcard offers benefits starting the first of the month following the month of hire (Medical, Dental, & Vision, 401(k) Match!, Paid Time Off, Life-Disability Insurance, and more)

Please apply and see more job requisitions at:

https://www.transcard.com/careers

Essential Duties and Responsibilities:

The primary role of the Client Experience Manager will be operating as the lead point of contact for any and all matters specific to your client accounts. This includes connecting with key business executives and decision makers, building and maintaining strong, long-lasting customer relationships and developing new business from existing clients. The ability to collaborate with our sales team to help achieve company goals, while keeping our clients satisfied and engaged with our products and services long-term, is a key component of this position.

• The primary point of contact and build long-term relationships with key employees among clients.

• Responsible for working with the Client Experience Specialist to help onboard and integrate new clients, while developing existing client relationships.

• Work with the Relationship Management team in partnership in up-selling/cross-selling services and products as needed.

• Ensure timely and successful delivery of our solutions according to client needs and objectives.

• Educate and train clients on self-serve applications for all supported services.

• Identify and analyze issues that impact clients; work with internal teams to develop improvement plans to address chronic client issues.

• Ensure both the company and clients adhere to contract terms.

• Stay current with payment industry and client trends and maintain a strong knowledge of Transcard products and services.

• Take ownership & accountability for the resolution of operational support issues.

• Help clients through email, phone, online presentations, screen-share and in person meetings.

• Handle tactical ticket and email management.

• Issue resolution (ie: file failures, tactical customer service issues, setups, etc).

• Coordinate and resolve client requests for setups and related questions (MIDs, check issues, other general program items).

• Resolve card related questions, use cases, research, and processes.

• Coordinate file transfer submissions, failures, and system transfer knowledge such as ACH, RTP, etc.

• Additional day to day support items as required by the client.

Requirements

• 3+ years of experience with proven account management or other relevant experience.

• Experience in delivering client-focused solutions based on customer needs.

• Proven ability to juggle multiple account management projects at a time, while maintaining attention to detail.

• Superb proficiency with troubleshooting and resolving complex issues.

• Ability to set priorities and manage customer expectations both internally and externally.

• Expert at Microsoft Office Suite, CRM tools (NetSuite experience is a plus) and help desk support software.

• The ability to work as part of a team and independently.

• Strong verbal, written and presentation skills.

• Maintain a professional work environment.

Education and/or Certifications:

• Bachelor's degree preferred or equivalent work experience

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of duties performed.

No resumes from 3rd party vendors will be accepted at this time.