Customer Success Specialist - Nota

Serves as primary contact for start-up customers, inclusive of responding to questions, providing support and training, onboarding new customers and providing follow-up communications and help documentation.  Compiles and analyzes data and feedback to support product-related changes and assess depth of customer loyalty.           

• Serve as first point of contact within a business start-up to provide immediate support to resolve questions of new and existing customers of the start-up received via email and/or phone following established procedures where applicable.
• Serve as primary contact for onboarding new customers for the start-up, training platform end users and providing post go-live support.
• Investigate, diagnose and troubleshoot customer-reported issues to resolve them in a timely and accurate manner.
• Represent the voice of the customer to provide input into every core product, marketing and sales process related to the start-up product.  Make recommendations for product changes based on user experience and NPS (Net Promoter Score, which gauges customer loyalty).
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding potential product and service improvements.
• Understand customer outcomes specific to customer time to value (successful onboarding and complete client matter resolution) by communicating with customers; work with the customer to define their expectations in using the platform.  Analyze customer health metrics, run NPS and gather other feedback via customer success tools.
• Collaborate with the engineering and development teams for the start-up, to set-up or configure the software platform to customer’s requirements and troubleshoot technical issues raised by customers.  Work with engineering and development teams for more complex technical issues.
• Promote client retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional help documentation.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.
• Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.  Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

• Bachelor’s degree in business, marketing, or related field and a minimum of 2 years’ related experience, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 2 years’ related experience
• Strong communication skills
• Strong interpersonal skills
• Strong presentation skills
• Strong material preparation skills
• Entrepreneurial spirit
• Passion for customer success and its role in growth and customer adoption
• Experience working with, and managing, stakeholders and customers
• High level of accuracy
• Detail-oriented
• Prior experience working in a flexible environment and operating with uncertainty and change
• Driven
• Self-motivated
• Enthusiastic
• Can-do attitude

• Minimum of 2 years’ customer success and/or account management experience
• Prior technology or financial services experience in a start-up or larger company

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