Client Success Specialist (Customer Retention) at Afterpay

| San Francisco, CA
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Our Company
Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 13.1 million active customers globally and more than 74,000 of the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Opportunity
As Afterpay’s Client Success Specialist, you will be responsible for the growth, development and expansion of Afterpay’s small business portfolio in North America. We are looking for a proactive and strategic individual with excellent communication and organizational skills who is passionate about helping small businesses across the US and Canada.

We are much more than our job descriptions - we are our energy, our ideas, our every day drive. Here’s where you will begin
-Facilitate relationships across a mixed portfolio of top level SMB merchants to drive ongoing sustainable growth, engagement and merchant advocacy
-Effectively and proactively engage partners in discussions on business performance, existing product and marketing ideas, implementation of best practices, and partner’s strategic initiatives
-Execute proactive save and re-engagement programs across the broader North American SMB base, supported by trigger-base modeling to reduce churn and retain an active merchant base
-Identify merchant expansion opportunities across your portfolio including omni channel expansion, cross border trade, global market expansion and assess the relevancy of any other new Afterpay product initiatives as they launch
-Manage the lifecycle contact strategy for your portfolio, providing frequent rich industry content, data insight and portfolio analysis to help support strategic merchant planning
-Manage on a reactive basis any issues impacting our existing customer base
-Ensure technical support queries are promptly resolved either directly or facilitating via Merchant Services support
-Identify and help scale best practices across a variety of areas for small businesses including marketing activities, visual merchandising

Who are you? (Qualifications)
Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.

You’ll have ….
- 2-3 years of experience in a client-facing/ Client Success/ Customer Retention; Retail or payment/finance industry experience preferred but not mandatory
- A track-record of growing accounts and earning trust
- Experience with managing large portfolio of merchants on a (one to many) model
- Ability to identify trends in merchant activities proactively and to develop levers to prevent churn
- Experience in generating a strategy for mass outreach campaigns with best practices, trends, value props
- Negotiation skills a plus
- Bachelor’s degree preferred
- Experience in Salesforce, Tableau, Outreach.io


How we reward you. We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan. We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents. We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.

How to Apply
We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re brave, if you’re committed to doing the right thing and excited by this opportunity, click apply now!Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices.
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