The Client Success Manager II (CSM II) is responsible for providing the highest level of quality service to clients, ensuring excellent internal and external communication, and supporting client day-to-day requirements and specifications.
Requirements
- Act as the lead point of daily contact for assigned client accounts
- Serve as a subject matter expert for key client segments
- Anticipate client needs based on market changes and payment association guidelines
- Manage communication with clients and track work in progress items
- Aggregate, monitor, analyze, and report performance metric results
- Support new client onboarding activities
- Facilitate and lead card and project design, technical, and implementation meetings
- Coordinate and attend client Business Reviews
- Review forecasted volumes with actual orders and manage updates with clients, sales, demand analysts, and operations
- Use ERP system and other G+D tools to execute tasks and support communication and information gathering
- Work with G+D Systems to advise on Change Requests
- Establish IT development/project workback schedules
- Coordinate client on-site visits for press validations, audits, and/or tours
- Manage the processing of client sales orders
- Establish production and delivery schedules
- Support issuance requirements for client portfolios
- Support clients with inventory management
- Assist with submission and acceptance of orders to and from the LB program
- Support Finance Department for preparation of month end invoicing
- Manage the end-to-end process of collateral procurement on behalf of clients
- Verify pricing on Client PO's vs. quotations and/or Clients contracts
- Coordinate with internal Shipping department to ensure accurate and on-time delivery
- Serve as first line of Client support for incident reporting and incident management
- Work closely with the Quality team to assist with Client incident investigations
- Identify upsell and cross-selling of G+D products and services and refer opportunities to Sales
Benefits
- Medical (PPO and HDHP with HSA)
- Dental
- Vision
- Paid time off
- Paid holidays
- 401K w/ employer match
- Short/long term disability
- Life insurance
- Healthcare and dependent care flexible spending
- EAP
- Commuter benefits
- Education assistance
- Pet insurance
- Legal
