Vice President Of Customer And Partner Success

Summary

At Basys we strive to create an innovative and personalized experience for our customers and Partners. The VP of Customer and partner success will manage the day to day leadership of customer and partner implementation and support groups. They will need to bring innovative ideas to improve on our exceptional support and retention. Reporting to the Chief Business Officer they will be part of promoting our company culture, developing employees and leaders. This role will also be the point person for all after sales activities, and be responsible for new product and service adoption, business transformation, and revenue expansion. They will also coordinate with our product development teams to help inform future product innovations.

Duties & Responsibilities

Essential Functions

• Regularly meet with Basys partners to improve sentiment and drive revenue growth
• Prepare teams to implement and support new products and services.
• Promote the organizations mission, vision, and values.
• Updates, maintains, and betters proper procedures to effectively grow the organization with increased efficiency.
• Provide guidance and leadership for all the customer implementation and support teams.
• Measure and react to all customer sentiment metrics.
• Continuously improve our business workflows to deliver world class service.
• Regularly meet with and update the Executive team on the trends and strategies to improve service and support of our customers.
• Makes recommendations for hires, terminations, promotions, transfers, training and development.
• Review and implement strategies to increase revenue and reduce customer attrition.
• Work with Sales and marketing teams to design and implement customer facing marketing and training content.
• Work with product teams to help inform about optimizing customer experience.
• Acts as an escalation tier for customers, partners, vendors, processing platforms, and BASYS associates.

Additional Functions

• Work within departments to oversee progress to processes to ensure efficiency.
• Identify and develop internal candidates for leadership positions.
• Assist Sales Agents and Sales Managers as necessary.
• Works with team members in non-merchant areas of the organization to build relationships and help the overall contribution to the bottom line.
• Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures as needed with new accounts.
• Work with other Operations Managers as needed.
• Complete and deliver performance appraisals.
• Completes other assigned duties as requested.

Requirements

• Five years of experience within account management, sales or contract negotiations or a minimum of 5 years credit card, point-of-sale, banking industry, or IT experience.
• Advanced knowledge of point-of-sale hardware and software platforms
• Proficiency in Microsoft Office applications
• Advanced knowledge of bankcard industry and programs
• Bachelor's degree in business administration, accounting, marketing or other related fields.
• Experience with CRM programs

BASYS provides direct credit and debit card processing solutions for businesses across the country. We treat our team, clients, and vendors like people, not numbers. BASYS is proud to maintain a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer oriented business model sets us apart.

BASYS is an equal opportunity employer