Jr. Account Manager – Customer Success

Role Details

Level: 3
Type of Support: Omnichannel (Email, chat, phone, social media, video conference)
Contract Duration: Permanent
Position schedule: Tuesday - Saturday 6:00 am - 3:00 pm CST with Sunday - Monday OFF
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Expected start date: April 24, 2025
 

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role
We are seeking a talented specialist who will be an important support team member, supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to delivering best-in-class account management. The ideal candidate must earn the trust of our partner who offers an expense management system for personal and business use partners. This candidate will be expected to interface and work collaboratively with our program leadership and partner product support and success teams in order to offer the best service possible to our partner and their customers.

The reason you join won’t be the reason you stay.
 

What You’ll Do:

• Communicate with clients to ensure that all of their needs are understood and addressed
• Build strong client relationships to maintain old business and acquire new customers
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Resolve complaints and keep track of all processes that pertain to the client’s desires
• Act as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collect and analyze data concerning consumer behavior to understand changing needs
• Respond to account owner inquiries and provide accurate, satisfactory answers to their inquiries and concerns
• Follow policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Document and report on client feedback and insights to improve our partner’s product and customer experience
• Guide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their clients
• Occasionally work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieve and maintain the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assist customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiate contract renewal, upselling subscriptions to the customer
• Act as a liaison between the customer and effectively communicating with internal, cross-functional departments
• Attend meetings with the customer (on time, preparation, professional)
   

What We Expect From You:

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
• Infectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industry
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is required
  • Bonus Points:
• 2+ years of experience working in a contact center environment
• Experience supporting software as a service, particularly those involving financial acumen, regulatory compliance, or Regulation E
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes as second nature
   

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.