Customer Success Manager – TravelBank

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

About you

• Energy and passion for delighting customers, eager to exceed their goals and expectations
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment
• Strong interpersonal skills and experience building relationships
• Excellent verbal and written communication skills, with a high level of professionalism and keen attention to detail
• Ability to multitask and handle matters with little supervision and with excellent follow up
• A strong entrepreneurial and can-do mindset, undaunted by shifting priorities, uncertainty, and a “figuring it out as we go” environment
• Self-motivated, hunger to learn, proactive team player with a natural curiosity and passion for learning
• Ability to deal with high-pressure situations with poise, diplomacy and tact
• Excellent listening and empathy skills: you identify with the customer and want to help solve their problem

Responsibilities:

• Manage all customer success stages of on-boarding, activating, training and deploying new customers with an emphasis on delighting customers throughout each stage
• Develop relationships with customers through trust and credibility, establishing a partnership and providing subject matter expertise that drive customer value
• Guide customers throughout their lifecycle, with empathy to identify, understand and solve customer problems
• Own performance outcomes of each customer measured by customer satisfaction, customer adoption (growth), and customer retention
• Become a TravelBank product expert and drive opportunities to improve our customer’s experience
• Lead quarterly business reviews to align with each customer, presenting new insights and recommendations that drive additional customer value
• Work closely with cross-functional teams on overall strategy and customer specific plans that drive business results for customers and TravelBank

Qualifications

• 3+ years as an Account Manager/Client Success Manager with SaaS and/or Enterprise software companies
• Able to communicate with VP’s, EVP, and C-level executives
• Confident, enthusiastic, and love working with customers to understand their business needs
• Ability for building strong relationships and rapport with customers
• Proven ability to multitask, work under pressure and build ongoing relationships
• Experience delivering client-focused solutions based on customer needs
• Excellent communication and presentation skills, both in-person and over the phone
• Be a team player, with a positive attitude
• Experience using a CRM tool
• Travel as needed
• BA/BS degree or equivalent

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster. 

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $114,325.00 – $134,500.00 – $147,950.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

U.S. Bank accepts applications for this position on an ongoing basis.

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