Overview
Operate as the lead point of contact for any/all matters specific to client program set up and customer service responsibilities for assigned key B2B client accounts. Responsible for developing long term relationships with assigned clients that include business executives and stakeholders. Role responsibilities require closely working in cooperation with assigned clients and internal team members to ensure timely and successful delivery of our solutions according to client requirements.
Responsibilities
Strong client relationship management:
- Positive and effective communication with clients via email and phone.
- Advocate for clients, finding solutions to meet their needs.
- Engage in revenue/sales generating discussions and activities
- Project support lead for client services implementation activities
Client services and operations expertise:
- Project management - lead activities for onboarding and/or specialized operational implementation projects
- Handles client inquiries and questions regarding orders.
- Coordinates card approvals with payment card associations like Visa and Mastercard.
- Communicates program information to clients.
- Records pricing from client contracts for programs.
- Provides day-to-day customer service for production order inquiries.
- Must be available for occasional after-hours client support activities.
- Resolves client order issues related to shipping and billing
- Tracks case tickets to ensure timely resolution.
- Subject matter expert in relation to implementation and operational project management
- Manages key client accounts
Program configuration and implementation:
- Creates and configures payment card programs in Arroweye administrative portal.
- Manages work tickets for new program configurations and client projects.
- Collects program requirements from existing and new clients.
- Oversee the full life cycle of new program configuration and implementation.
Identify new program enhancement opportunities:
- Promotes and recommends additional services and product features to existing clients.
- Pre-sales support activities for onboarding and/or specialized project inquiries.
Collaboration and teamwork:
- Leads implementation activities with IT/Operational Project Managers and other Arroweye sales support team members to gather client requirements.
- Collaborates with Account Managers to ensure high client satisfaction and quality.
- Support billing review activities when required
- Utilizing automated tools:
- Use of Arroweye's proprietary tools to create digital proofs of cards and collateral for client approval.
Metrics and optimization:
- Records metrics to improve program setup processes and procedures for client reports.
Project management:
- Leads requirements gathering for new client onboarding and/or specialized implementation projects
- Leads processing of non-standard components activities related to program setup and communication between clients and internal teams.
- Leads client engagement concerning IT implementation code releases
- Determines client implementation project plans and project launch timelines
Qualifications
- BA or BS degree
- Work experience/history may be substituted for educational requirements
- Client services or customer facing B2B experience required
- Effective communication a must
- Process-oriented. Someone who uses a rigorous standard approach in their work, while at the same time recommending improvements to process or technology that will drive better quality and efficiency.
- Detail-oriented. Team member that notices and is thorough about the details within a complex environment and will take the initiative to ask questions to ensure understanding of the topic.
- Intermediate level general computer skills, including web skills, knowledge of Microsoft Word and Excel, and working experience with enterprise software.
- Must be able to work independently, lead projects, and can manage their own time and set priorities accordingly.
- Be able to manage multiple priorities and lead projects effectively in a high-volume work environment.
- Printing and manufacturing industry experience a plus.
- EMV, Smart Financial Payment Card set up experience a plus.
Company Overview:
Arroweye, a CPI company is a leading, single-source provider of innovative card marketing and production solutions for the financial service, prepaid and retail industries. Arroweye offers personalized and customized payment cards, which are printed on demand and shipped the next day to leading card issuers and program managers. Today, Arroweye is the only Visa, MasterCard, Discover and American Express approved company operating in the U.S. that prints the brand logo and simultaneously personalizes the payment card on demand. Learn more at www.cpicardgroup.com
Benefits:Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.
CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.
