Customer Success Engagement Manager USA

This is a remote position.

Tyfone is looking for an experienced and strategicminded individual for the role of Senior Customer Success Engagement Manager in our expanding Customer Success team. As a Customer Success Engagement Manager you will manage our most valuable client relationships. This includes ensuring their success and promoting the adoption of our products and services. Your extensive industry knowledge excellent communication skills and established record in customer success will be key in forming our client engagement strategy and building lasting partnerships.

This role is crucial in shaping the customer success landscape at Tyfone reporting directly to the Director of Customer Success. You will be essential in setting and driving best practices as well as supervising the growth coaching and recruitment of team members. In close collaboration with our key clients you will play a central role in maximizing the value they get from our solutions.

In addition you will participate in creating User Groups escalating critical support tickets managing client relationship risk producing informative reports collecting client feedback for enhancements and tracking progress on areas for improvement. Your role will also involve smooth collaboration with other departments to ensure a unified approach to implementation and support that consistently delivers outstanding results for our clients.

Requirements

Role & Responsibilities (Including but not limited to):

The ideal candidate should demonstrate a high level of urgency have a passion for learning new technologies be comfortable taking calculated risks show a sense of ownership over outcomes and thrive in a collaborative and fastpaced environment.

• Strategic Client Relationship Management: Act as the main contact for a portfolio of highvalue clients. Build deep and trusted relationships by understanding their business goals and aligning our solutions to meet their evolving needs.
  
• Client Engagement Strategy: Create and implement tailored engagement strategies for each client to ensure their continued satisfaction retention and growth. Work with crossfunctional teams to execute these strategies.
  
• Executive Communication: Establish credibility with client executives and senior leadership through effective communication and regular updates. Present insights value propositions and strategic recommendations to facilitate client success.
  
• Customer Onboarding Excellence: Manage the onboarding process for new clients ensuring a smooth and comprehensive transition to our solutions. Provide guidance coordinate internal teams and set clear expectations for client success.
  
• DataDriven Insights: Use data analysis to gain insights into client usage patterns challenges and opportunities. Convert these insights into actionable recommendations for both clients and internal teams.
  
• Escalation Management: Handle complex client issues and escalations demonstrating strong problemsolving skills empathy and a dedication to resolving challenges effectively.
  
• Mentorship and Leadership: Guide and mentor junior members of the Customer Success team. Share best practices and industry insights and contribute to the team s overall professional development.
  
• Renewals and Expansion: Work closely with the sales team to ensure smooth contract renewals. Identify upsell opportunities based on a deep understanding of clients business objectives and product usage.
  

Qualifications & Skills:

Benefits

Benefits:

Competitive salary

Comprehensive benefits package including health dental and 401(k)

Dynamic work environment with passionate driven colleagues

Opportunity to shape the future of digital banking and payments on a global scale.

Tyfone is an equal opportunity employer. We encourage candidates from diverse backgrounds to apply.