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Client Success Manager

Dash Solutions

Dash Solutions

Customer Service
Birmingham, AL, USA
Posted on Thursday, June 6, 2024

Client Success Manager

Birmingham, AL

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing fintech company that provides digital payments and engagement program management to thousands of customers throughout the US. Dash Solutions offers innovative strategies and a proprietary technology stack, including payroll, expense, gift, reward, and incentive card products to employers, financial institutions, and government agencies. For the past several years we have experienced tremendous growth and we continue to see a phenomenal opportunity in the payments industry. We have a great company, an excellent team, and years of experience developing payment products and managing programs.

Position Summary

The Client Success Manager will be responsible for cultivating long-lasting, authentic relationships with strategic clients to foster loyalty, engagement, adoption, and growth. Your role will involve providing personalized service focused on the success and needs of our clients. You will drive program adoption and loyalty by building a strong rapport as a trusted advisor, understanding clients’ needs and interests, and introducing new solutions and offerings to expand the client relationship. Additionally, you will play a key role in enhancing the client journey, improving internal processes and products, and managing NPS feedback and follow-ups. You must also have a high-level understanding of the operational design of a client’s program, act as an escalation point, and collaborate with internal and external teams to resolve significant technical or operational issues.

Responsibilities include, but are not limited to:

  • Analyze patterns and create accurate forecasts and targets based on clients' business models, pay cycles, and growth plans. Measure and report performance monthly.
  • Develop and execute a strategic plan to increase the adoption and utilization of Dash products. Identify and act on upsell and cross-sell opportunities, as well as features and offers to expand Dash's footprint within the client's company.
  • Present client-focused Business Reviews that demonstrate your understanding of their business and program, incorporating meaningful performance measurements, marketing materials, and guidance.
  • Dedicate yourself to enhancing the Client Experience/Journey by constantly seeking improvements, being adaptable to change, and challenging conventional methods.
  • Communicate and negotiate effectively with all teams to establish and enhance practices that support clients and cardholders. Act as a liaison between internal teams and clients to ensure optimal outcomes.
  • Respond promptly to negative client feedback, changes in program patterns, or potential departures. Lead internal efforts to find agreeable solutions that retain revenue.
  • Serve as a point of escalation for any client issues. Track and understand client negative experiences and coordinate process improvements to prevent recurring issues.
  • Manage, maintain, and improve assigned client accounts. Understand the contract and act accordingly. Perform and coordinate administrative tasks, including maintaining action logs and communications.

Desired Skills & Experience:

• 3+ years in Client Success or similar client-facing role.

• Bachelor's degree preferred.

• Experience in financial services, technology, or consulting.

• Strong understanding of API integrations.

• Skilled in translating business requirements into technical specifications.

• Knowledgeable in Dash Solutions products and offerings.

• Excellent communication skills (verbal, written, presentation).

• Critical, analytical, and strategic thinker.

• Strong leadership, teamwork, and collaboration skills.

• Observant and capable of deescalating tense situations.

• Self-motivated and organized.

• Proficient in Microsoft products.

• Willing to travel as needed.

Our Culture:

The culture at Dash Solutions is an entrepreneurial one where individuals with creative ideas and the motivation to implement them can make a big impact. In this fast-growing environment, employees have the freedom and flexibility to manage their domain as leader while enjoying company strong support of endeavors. Some Benefits to Working at Dash Solutions Include:

  • Competitive salary and benefits package
  • Flexible PTO policy
  • Matching 401k plan
  • Medical, dental, vision, life term and short term disability coverages
  • Great corporate culture, with a highly accessible executive team, events, perks, and regular company meetings to transparently communicate goals and business progress

Our DASH Values

  • Solutions – We use creativity to develop innovative solutions.
  • Passion - We are passionate about delivery for our customers every day.
  • Authenticity – We lead and communicate with authenticity.
  • Respect – We row together with respect and enjoy the ride.
  • Key – The key to our success is our willingness to ask “WhyNot?”

Our Benefits Dash Solutions is proud to be an Equal Opportunity/Veterans/Disabled/LGBTQIA+ Employer and provides a competitive, and comprehensive compensation package.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, disability, veteran status, or any other status protected by applicable law. We strive to provide a fair and inclusive recruitment process, and we encourage candidates from all backgrounds to apply for opportunities within our organization.