Client Engagement Senior Manager

Company: Payarc LLC
Location: Greenwich
Posted on: September 4, 2024

Job Description:

Description:We are a technology-driven company. We built our business with the purpose of empowering people and improving their organizations, one payment at a time.We started our journey by providing smart and simple payment processing tools and products but haven't stopped there. We are backed by a team of world-class experts and the best technology talent, and we are committed to helping more new businesses get started, increase the revenues of our customers, and bridge the gap between online merchants and payment solutions.Our mission is to give companies the tools they need to change the future of their business. Requirements:This position manages the entire support team which includes the Client Engagement Specialists and the Senior Client Engagement Specialists. As a senior manager, this role is responsible for hiring, termination, performance management, career development and overseeing the day-to-day responsibilities of the Client Engagement team. They will also be responsible for training new team members and making sure they are assimilated properly into the team. They will also be the escalation point for all issues that cannot be resolved by the rest of the team. Responsibilities & DutiesDevelop and execute a strategic plan for scaling customer support operations, including the implementation of new tools, technologies, and processesAnalyze and forecast support needs based on business growth, and plan resources accordinglyIdentify and implement best practices for customer support and call center operationsStandardize processes and workflows to improve efficiency, consistency, and scalabilitySupervise employees, including but not limited to conducting performance reviews, goal setting, providing guidance and working through employee relation issues within the teamIdentify career development needs/opportunities for each individual member of the teamInterview and hire new team membersTrain new team members to ensure they understand Payarc products, systems and how other departments work with this team to support clients/merchantsManage and delegate, as needed, all tasks assigned to support team ensuring timely completion of open issuesSubject Matter Expert/Lead on investigating complex issues brought to us by either the merchants or agents and act as an escalation point to get problems resolved as quickly as possible, including questions regarding authorizations, batches, clearing, settlement, remote technical support for various payment terminals and payment gateways, along with triaging issues between other company departmentsProvide customer service to existing clients over the phone and emailTake lead with projects assigned to the support team such as pricing updates and updating information for merchants ensuring they have the correct equipment for their businessMentor new employeesOther duties as assignedSkills/CompetenciesExtremely detail orientedAbility to multi-taskGood interpersonal skillsStrong communication skillsStrong relationship building skillsInfluencing skillsStrong problem-solving skillsCoaching SkillsLeadership skillsHandle complex, sensitive issuesCustomer service orientedQualifications / Experience RequiredSpanish speaking a plusProficient in Microsoft Word/Excel7+ years of experience in customer service with proven ability to direct the essential operations of the customer service department Education RequirementsCollege degree preferredPhysical RequirementsProlonged sittingPM22PId7387b9e988a-25660-35465090

Keywords: Payarc LLC, Greenwich , Client Engagement Senior Manager, Executive , Greenwich, Connecticut