Client Success Associate

About Us:

Our card linked loyalty and offers APIs are used by start-ups through global enterprises, and are supported by the world's largest payment networks, including Visa, Mastercard and Amex. Launched in 2018, Fidel is headquartered in London, with access to working spaces in Lisbon, New York, and remote employees globally.

Role Overview:

We are looking for a proactive and results-driven Client Success Associate to join our team. In this role, you will support our Offers as a Service (OaaS) clients by ensuring smooth merchant onboarding, providing guidance on product usage, and assisting with day-to-day account management. As a key member of our Client Success team, you will play a crucial role in maintaining strong client relationships, driving satisfaction, and fostering long-term growth.

Key Responsibilities:

1. Client Onboarding and Support

• Assist new clients through the onboarding process, ensuring seamless integration with our platform.
• Conduct training sessions and provide resources to educate clients on features, best practices, and optimization strategies.
• Ensure clients complete sufficient testing prior to going live.

2. Account Management and Client Engagement

• Serve as a primary point of contact for assigned clients, addressing inquiries and providing timely solutions.
• Monitor client health metrics, including offers engagement and performance, and proactively identify potential challenges.
• Support the execution of Quarterly Business Reviews (QBRs) by gathering insights and reporting on client success.

3. Cross-functional Collaboration:

• Work closely with internal teams, including merchant sales, partnerships, product, and engineering, to relay client feedback and improve overall user experience.
• Assist in identifying opportunities for additional solutions from Fidel API and Enigmatic Smile that align with client needs.

4. Problem Resolution and Continuous Improvement

• Assist in addressing and resolving client inquiries and escalations in collaboration with the customer support team.
• Maintain detailed documentation of client interactions, feedback, and solutions provided.
• Stay updated on industry trends and best practices to provide relevant insights to clients.

5. Client Advocacy and Growth:

• Act as a client advocate within the company, helping to foster a client-centric culture.
• Identify and contribute to the development of client success stories and case studies.

Qualifications:

• Bachelor’s degree in Business, Finance, or a related field.
• 3+ years of experience in Client/Customer Success, Account Management, or a related role.
• Must have Card Linked Offers/Loyalty Programme/Payments Rewards experience.
• Must be based in New York City, and willing to travel for in person collaboration with the broader team from time to time. 
• Strong communication, presentation, and interpersonal skills.
• Ability to multitask and manage multiple client accounts efficiently.
• Data-driven mindset with analytical skills to track client success and engagement.
• Experience with the following or similar tools: Google Suite, HubSpot, Metabase, Zendesk, and Jira/Confluence.

Preferred Skills:

• Expertise in payment processing, API-based solutions, and understanding of the merchant offers ecosystem.
• Experience working with global payment networks (Visa, Mastercard and Amex).

Benefits & Compensation:

• Competitive base salary
• Quarterly bonus incentives
• Remote-first hybrid work
• Access to WeWork co-working space
• Quarterly team meet-ups
• Health, dental, and vision insurance
• 401(k) with company match
• Professional development and fintech industry training opportunities

This is an excellent opportunity to join a fast-growing team and make an impact in the evolving fintech and loyalty space. If you're passionate about client success and enjoy working in a dynamic, collaborative environment, we'd love to hear from you!