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Customer Success Manager

PayRange

PayRange

Administration
Portland, OR, USA
Posted on Tuesday, May 14, 2024

PayRange is a rapidly growing tech company based in Portland, Oregon. We pride ourselves on our innovative products, vibrant company culture, and our dedication to customer satisfaction. As we continue to grow, we're looking for an energetic individual to join our customer success team.

Position Overview:

You will be part of the customer success team, partnering with our existing and new customers and providing them with guidance and ensuring that they have a great customer journey with PayRange.

You will continuously look at ways to improve our systems and processes so we can better serve our customers and provide them with the best experience in the industry.

Company Description

Do you carry change in your pocket? If not, you’re among the millions of people who are becoming “cashless” – yet it’s amazing the coin-op laundry machines in apartment buildings still require quarters to work! PayRange is reinventing how people pay “things.”

PayRange is powering mobile commerce on traditionally “dumb” machines such as vending, laundry, amusement, car washes, and more. The company developed a low-cost, clever solution that is nothing short of ingenious! The patented approach leverages the user’s smartphone and network connectivity eliminating the need to connect the machine to a network enabling rapid upgrades of existing machines.

Location

We have an office in Cascade Station in Portland (near Ikea and the Portland Airport). This is a full-time position, 7:00A – 3:30P, Monday to Friday, and in-person only (no remote work). The office is on the Max line.

Your main responsibilities

  • Ensure that customers are continuously delighted throughout their journey with us.
  • Understand the customer’s business objectives and develop a journey plan with a customer, ensuring that the customer successfully implements and utilizes our solution for their benefit and success and meeting their set objectives and ROI.
  • Standardize, optimize, and automate existing processes and tasks and put in place new processes needed for managing customer engagement and experience.
  • Guide new customers through the onboarding process, ensuring a smooth transition and setup on our platform.
  • Ensure that customers fully understand our product, benefits, and features.
  • Drive engagement and full adoption of our product and deployed hardware.
  • Provide training to customers to ensure they are using our product to its fullest potential.
  • Be a product expert and be up to date on the latest features, products, and best practices.
  • Collect feedback from customers and relay it to the product development team to enhance our product based on customer needs.
  • Monitor customer accounts and pro-actively address any signs of dissatisfaction or potential churn, taking measures to retain customers.
  • Identify opportunities for upselling and cross selling and work closely with the Account Management team to close any sales opportunities.
  • Be the escalation point for Enterprise customers needing urgent assistance with support or product related matters.
  • Conduct business reviews with customers
  • Assist with product order queries and working with logistics team to resolve product order related issues.
  • Manage, coach and train Customer Success Specialist
  • Other duties as assigned.


Experience and Qualifications

  • Proven experience in a customer-facing role
  • College degree

Preferred skills

  • Highly analytical and organized.
  • Ability to work independently with little supervision.
  • Excellent communication skills, both verbal and written.
  • Customer-focused with a strong commitment to providing exceptional service.
  • Ability to adapt and thrive in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
  • Team player with the ability to work collaboratively across different departments.
  • Fluency in English required; Spanish is a plus.

Benefits

  • Competitive salary.
  • Health, dental, and vision insurance plans.
  • Opportunities for career growth and development.