Operate as the lead point of contact for any/all matters specific to client program set up and customer service responsibilities for assigned key B2B client accounts. Responsible for developing long term relationships with assigned clients that include business executives and stakeholders. Role responsibilities require closely working in cooperation with assigned clients and internal team members to ensure timely and successful delivery of our solutions according to client requirements.

Skills required for the job:

• Strong client relationship management:
• Positive and effective communication with clients via email and phone.
• Advocate for clients, finding solutions to meet their needs.

Client services and operations expertise:

• Handling client inquiries and questions regarding orders.
• Coordinating card approvals with payment card associations like Visa and Mastercard.
• Communicating program information to clients.
• Recording pricing from client contracts for programs.
• Providing day-to-day customer service for production order inquiries.
• Resolving client order issues related to shipping and billing.
• Tracking case tickets to ensure timely resolution.

Program configuration and implementation:

• Creating and configuring payment card programs in Arroweye administrative portal.
• Managing work tickets for new program configurations and client projects.
• Collecting program requirements from existing and new clients.
• Overseeing the full life cycle of new program configuration and implementation.

Identifying new program enhancement opportunities:

• Recommending additional services and product features to existing clients.

Collaboration and teamwork:

• Working with Project Managers and other Arroweye sales support team members to gather client requirements.
• Collaborating with Account Managers to ensure high client satisfaction and quality.

Utilizing automated tools:

• Using Arroweye's proprietary tools to create digital proofs of cards and collateral for client approval.

Metrics and optimization:

• Recording metrics to improve setup processes and procedures.

Project management:

• Handling non-standard components related to program setup and communication between clients and internal teams.

Please note that this job description is subject to change based on business needs, and additional duties may be assigned by the team lead or manager

Requirements:

• BA or BS degree; Work experience/history may be substituted for educational requirements
• Client services or customer facing B2B experience required
• Demonstrated ability to communicate with integrity.
• Demonstrate and present information to influence credibly and effectively at all levels of the organization.
• Process-oriented. Someone who uses a rigorous standard approach in their work, while at the same
• time recommending improvements to process or technology that will drive better quality and
• efficiency.
• Detail-oriented. Team member that notices and is thorough about the details within a complex
• environment and will take the initiative to ask questions to ensure understanding of the topic.
• Intermediate level general computer skills, including web skills, knowledge of Microsoft Word and
• Excel, and working experience with enterprise software.
• Independent and confident team member that can manage their own time and set priorities
• accordingly based on general guidance.
• Be able to manage multiple priorities and projects effectively in a high-volume work environment.
• Printing and manufacturing industry experience a plus.
• EMV, Smart Financial Payment Card set up experience a plus.