Job description
Overview:
Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.
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Summary: The Customer and Product Support Specialist serves as a business contact for partners and strategic clients and is responsible for building, solidifying and enhancing relationships to ensure maximum profitability, retention, and growth. The Customer and Product Support Specialist is expected to identify opportunities for improvement as well as to communicate, advocate, and fulfill client needs, both internally and externally. Additionally, the position demands tracking progress in Chesapeake Bank and Chesapeake Payment Systems CRMs to ensure that needs and concerns are met and properly addressed. The Customer and Product Support Specialist will work with the Client Services Manager to maintain and build account profitability through merchant account goal attainment, new program sales, and contract renewals. The role requires the employee to have excellent communication skills and the ability to sell at all levels of management within the organization.Responsibilities:
Chesapeake Bank-
Want to build a successful career with a financial institution that excels in the industry and has “fun” as one of its corporate values? Our team has high levels of employee engagement, proven in yearly external engagement surveys that rank us in the top 200 banks for multiple years running. We offer competitive benefit plans and have high levels of job satisfaction. Chesapeake puts an emphasis on knowing that we are only as strong as the communities we serve, therefore we contribute service hours and money to our local communities.
Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.
Want to read more about why you should join the team, click the link below:
Top 10 Reason You Should Explore a Career with Chesapeake Bank
Summary: The Customer and Product Support Specialist serves as a business contact for partners and strategic clients and is responsible for building, solidifying and enhancing relationships to ensure maximum profitability, retention, and growth. The Customer and Product Support Specialist is expected to identify opportunities for improvement as well as to communicate, advocate, and fulfill client needs, both internally and externally. Additionally, the position demands tracking progress in Chesapeake Bank and Chesapeake Payment Systems CRMs to ensure that needs and concerns are met and properly addressed. The Customer and Product Support Specialist will work with the Client Services Manager to maintain and build account profitability through merchant account goal attainment, new program sales, and contract renewals. The role requires the employee to have excellent communication skills and the ability to sell at all levels of management within the organization.
- Client retention and satisfaction from sales handoff through life of partnership
- Utilize a consultative relationship approach at all levels within organization
- Identify and implement educational opportunities throughout the organization to maintain and increase sales and retention
- Work in conjunction with Product/Support Manager to introduce new features and product opportunities
- Work closely with BDOs, lenders and branch personnel to ensure CPS is successfully considered as a product for new business sales
- Uncover, introduce, and implement opportunities to increase client satisfaction
- Orchestrate and manage various projects
- Maintain client expectations and document progress in bank and division CRM systems
- Act as an escalation point and ensure resolution of any client issues
- As requested, assist with quarterly business reviews with each assigned client
- Set, track, and report client goals within client organization and within bank and division CRM systems
- Complete needs analysis for clients
- Assist with various tasks to ensure success of assigned strategic goals
- Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes
- Associate’s degree or equivalent work experience
- Minimum 1 year or more of relevant work experience in Sales and/or Client Management
- Merchant Sales Processing experience preferred
- Experience developing and maintaining relationships at C-level and Middle Management
- Strong time management, organizational and forecasting skills
- Track record of revenue generation and maintenance
- Strong presentation skills
- Motivated, goal oriented and persistent
- Excellent verbal and written communication skills
- Ability to travel up to 25% of total working hours
- Intermediate level proficiency of Microsoft Office programs
- Basic to Intermediate level understanding of usage and troubleshooting of applications within mobile operating systems (Android and iOS)
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