Program Success Associate

📋 Description

• • Embark on a rewarding career journey as a Program Success Associate at TreviPay, a leading global B2B payments and invoicing network. This entry-level role is meticulously crafted for passionate individuals eager to deliver exceptional customer service and cultivate robust relationships with both clients and merchants.
• • As a Program Success Associate, you will serve as the primary point of contact for our valued customers, expertly guiding them through inquiries, skillfully de-escalating challenging situations, and ensuring every interaction fosters a positive and memorable experience.
• • Your core responsibility will be to meet and exceed critical department metrics, ensuring adherence to program Service Level Agreements (SLAs) and department Service Level Standards (SLSs). This involves a proactive approach to problem-solving and a commitment to maintaining high service quality.
• • You will be instrumental in de-escalating complex issues for customers, clients, and merchants, leveraging sound judgment to provide exceptional support. When issues require further expertise, you will efficiently and accurately route escalated requests and unresolved matters to the appropriate team members, such as Tier 2/3 support or leadership.
• • Serving as a key liaison, you will provide timely, accurate, and comprehensive responses and resolutions to common questions and issues related to our supported programs, systems, processes, and procedures. This requires a deep understanding of TreviPay's offerings and operational framework.
• • Your role extends to actively contributing to process improvements. You will provide valuable feedback and collaborate with team members and leadership to enhance existing procedures, support new implementations, and contribute to the development of subsequent training materials and documentation.
• • Embracing change is paramount. You will be expected to adapt positively to both internal and external shifts within the company and the market, while also being a catalyst for driving necessary changes to improve customer outcomes.
• • A key aspect of this role is the dedication to actively building rapport with both internal and external stakeholders. This focus on relationship building is crucial for delivering an excellent customer experience, which in turn drives increased program usage and customer satisfaction.
• • You will demonstrate initiative by proactively reaching out to customers and merchants to address potential issues before they escalate. This includes identifying and resolving concerns related to rejections, disputes, authorizations, technical needs, and potential account challenges.
• • Continuous learning and development are integral to this position. You will be responsible for completing assigned learning modules before their due dates and actively participating in all learning sessions to enhance your skills and knowledge.
• • You will perform other duties as assigned by leadership, demonstrating flexibility and a willingness to contribute wherever needed to support the team's overall success.
• • This role is ideal for individuals who are motivated, adaptable, and possess a genuine eagerness to grow within a dynamic and supportive entrepreneurial environment. TreviPay fosters a culture where employees are challenged, empowered, and encouraged to collaborate.
• • By joining TreviPay, you are stepping into a company with 40 years of experience serving leaders in manufacturing, retail, and transportation, leveraging a global B2B payments and invoicing network that offers choice, convenience, and automated accounts receivables. Your contributions will directly impact the success of our clients and the growth of our innovative payment solutions.
• • The Program Success Associate position is more than just a job; it's an opportunity to build a foundational career in Customer Success, working with cutting-edge technology and a dedicated team committed to client satisfaction and operational excellence.
• • You will be expected to embody professionalism in all interactions, maintaining accountability, promoting respect, staying work-focused, being punctual, demonstrating a positive attitude, minimizing conflict, and encouraging others. This includes practicing active listening, being helpful and authentic, maintaining high responsiveness, acting as a change agent, and displaying a positive attitude and body language.
• • Furthermore, you will cultivate mindfulness, demonstrate resourcefulness, embrace empathy, foster a team mindset, remain flexible, and maintain a professional tone of voice. Forward-thinking through critical, analytical, and creative approaches, coupled with trustworthiness, will be key to your success in this role.
• • This position requires a proactive approach to problem-solving, a keen ability to manage challenging customer situations with grace, and a commitment to continuous improvement, making it a truly impactful entry into the customer success field.