Massachusetts Green Jobs

A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. Elavon is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

We are seeking a dynamic individual who has proven Buy Now Pay Later (BNPL) or POS Lending customer success experience in reducing churn, improving customer adoption, identifying and/or enabling cross-sell/up-sell opportunities, building lasting relationships, and turning customers into product champions.

The individual will be reporting to the VP, Customer Success. They will be responsible for the implementation and execution of the Customer Success function for the newly launched POS Lending product, including best practices, processes, retention and growth targets, and the on-going business relations between us and our customers and partners.

The Customer Success Management organization provides continuous guidance to our customers to enhance the way they extract value from the solutions they have by expanding adoption, improving usage, easing operations, and extending their relationship with us to create a customer for life.

The Customer Success Manager will work directly with both internal and external stakeholders on behalf of the POS Lending business line, and across different Distribution channels. They will provide business analytics to internal selling teams to increase their customers’ business growth. They will also interact directly with new and potential customers on a regular basis to cultivate partnerships, build trust, and offer consultancy to grow their POS Lending business.

This individual will be responsible for weekly competitive intelligence reporting. They will also be part of discussions with the product’s backend development team in design and then managing a new B2B2C marketplace.

Responsibilities Include:

• Analyze customer activity, risks and growth opportunities for the selling business lines and submit accurate weekly forecasts to management

• Create reports for customer-focused channel partner QBRs (Quarterly Business Reviews), measuring partner performance against pre-established business metrics

• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities

• Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes with technical support, accounting, and other areas of the business to ensure customer satisfaction

• Set, achieve and exceed target KPIs

• Manage and coordinate the operational activities for assigned functional areas/regions

• Ensure quality service and effective operations support for all the assigned internal and external customers.

• Ensure all Customer Success activities and documents adhere to corporate policies and procedures and ensure compliance with applicable laws and regulations.

Basic Qualifications include:

+ Bachelor's degree or equivalent

+ 8 years or more of customer success experience in positions of increasing responsibility is preferred

Preferred Skills/Experience includes:

+ 3 years or more of management/leadership experience is preferred

+ BNPL or POS Lending specific experience strongly preferred

+ International experience preferred

+ Banking and/or financial industry experience is preferred

• Superior knowledge of operation functions, systems, policies and procedures for the assigned area

• In-depth understanding and practical application of applicable laws and regulations

• Excellent organizational, managerial and project management skills

• Proven engagement skills using considerable tact, diplomacy, and people skills

• Excellent interpersonal, oral and written communication skills

• Self-starter capable of working independently

• Ability to manage multiple tasks/projects and deadlines simultaneously

• Ability to thrive in a fast-paced, high-pressure environment

• Thorough knowledge of banking operations and human resources

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $99,365.00 - $116,900.00 - $128,590.00

This is an Elavon posting. Elavon is a part of the U.S. Bank family.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.