Customer Success Specialist

  • TrueAccord
  • San Francisco, CA
  • Apr 12, 2018

Job Description

SAN FRANCISCO, CA

SERVICING OPERATIONS – CLIENT SERVICES

FULL-TIME

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Why work for TrueAccord?


Debt collection is broken. 77 Million Americans are influenced by debt collection every year, and their experience must be changed - to be more digital, relevant, and frictionless. This is why banks, lenders, and technology companies are coming to TrueAccord for help.
With us, they are reimagining what it means to help those in debt get to financial safe ground while paying up what they owe.


TrueAccord is a category-defining company. We combine a social mission, huge market, a proven team and traction + revenue. In five years, when we are a billion dollar company, competitors will try to imitate us and discover that our patented technology, tons of data and deep understanding of regulation are huge competitive advantages. Now is when we are building them. Come be a part of an organization you can grow with, help shape, and change the way a multi-billion dollar industry behaves and thinks.


A Customer Success Specialist is an associate level position for a self-motivated, very organized, resourceful, tech savvy, and detail oriented candidate with strong written & verbal communications skills who is interested in working in a client facing role. This individual must possess a “can do” attitude and the ability to balance multiple priorities in a fast-paced, growing, and think on their feet environment.  We are positioning this team to serve as a strategic business partner to our clients, facilitating not just their happiness but on-going success in working with TrueAccord. This role is well positioned to grow in responsibility and impact on at a high-growth organization. Great effort and success will be rewarded with opportunities to grow into a Customer Success Manager.  This role is hourly and non-exempt.

Requirements:

  • Ability to own processes for assessing, investigating, and managing key client requests with little oversight
  • Ability to own the management of TrueAccord’s SMB / mid-market clients Capable of managing various recurring client responsibilities, such as client reporting and audit requests, in a timely and well-coordinated manner
  • Demonstrates the required competency and drive to collaborate on internal projects (build out of documentation, implementation of tools, etc.)
  • Passionate and drive to learn on the job from other team members and “doing”
  • Must demonstrate collaboration within the team and across the organization
  • Strong time management skills and ability to balance multiple deliverables
  • Drive to develop a strong grasp of the debt collection process and industry guidelines

Responsibilities:

  • Drive relationship management and communications with TrueAccord’s customers, including: onboarding, maintenance, and success
  • Partner with senior team members in the management of our largest and most strategic clients with a dedicated can-do attitude
  • Build and maintain relationships with clients, helping to educate and enable their ability to realize the full value of working with TrueAccord
  • Interpret data and insights from TrueAccord’s services and platform to provide guidance for customers
  • Drive cross-departmental internal projects around developing / improving processes, building or implementing tools, creating IP, etc.
  • Serve as the liaison between TrueAccord’s operations / collections and client services team, seeking to improve processes and working relationships
  • Proactively track and report on customer metrics
  • Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Qualifications:

  • 2-5 years of *post* collegiate professional experience
  • 1 year of customer service and / or account management experience
  • Ideally 1 year of working for a software / technology company
  • Understanding of the importance of customer service delivery, how it impacts clients
  • Professional temperament and excellent interpersonal skills
  • Exposure to project management or client onboarding
  • Ability to learn how to translate data into business insights
  • Awesome communication, presentation, and problem solving abilities
  • Prefer past experience to be with a high-growth technology company, open to evaluating transferable skills and applicants with a big desire to learn


At TrueAccord, we are determined and excited to invest in your growth and we believe in career growth and potential. Moreover, we encourage and believe that diversity leads to a better company and better products and we encourage you to apply and be a part of this!


Many companies talk about being disruptive, but TrueAccord is on the leading edge of integrating machine learning with a human based approach to assist both clients and consumers through a challenging financial process. With a world class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned to for continued success. We look forward to seeing your application!

 When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.