Customer Success, On-boarding Specialist at ePayPolicy

| Austin
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Customer Success Associate for the leader in insurance payments

 

ePayPolicy is the nation’s foremost provider of payment processing exclusively for the insurance industry. Our company was founded in 2014 by industry veterans with one goal in mind: Use tech to improve how insurance professionals accept and send payments. The team here is a vibrant, creative group that doesn’t shy away from challenges, continues to hit ambitious goals, and has a deep drive to grow personally and professionally. 

 

We’re the best at what we do, just ask any of our 2,500 clients or 30 state insurance associations that endorse us as their go-to payment processor.

 

Job description

The Customer Success Associate is responsible for setting up clients for success during their first 30 days on our payments platform. This includes proactively contacting clients when their account is activated, hosting product training for new users, and helping new clients get use from our platform immediately upon signing up. The role is incredibly important because this person is the first point of contact new customers have with our Client Services team.

 

Responsibilities and Duties

  • Increase product usage within 30 days of new customers signing up

  • Assist with troubleshooting and solving customer issues that arise during customer outreach in a timely manner with a positive attitude

  • Assist with on-boarding and training new customers via phone, email, and training webinars

  • Utilize the company’s CRM and other project management tools to work efficiently and track progress including software like Zendesk, Pipedrive, Gsuite, Go2Webinar

  • Identify upsell opportunities and sell the value of under-utilized features, and new features, to clients 

 

You may be a good fit if

  • You have experience working at a fast paced SaaS company

  • You have experience in Client Services and enjoy helping clients adopt new services

  • You're flexible, resourceful, and thrive while working autonomously

  • You're able to think on your feet and solve problems

  • You can prioritize tasks and activities

  • You love being customer-facing, talking with customers, and you seek to understand how we can improve and over-deliver on expectations

  • You're often the first to volunteer, take initiative to think about the next project, and you have a real passion for service

  • You're able to pick up new concepts quickly and teach others

  • You thrive working in a team environment 

  • Familiarity with the insurance or payments industry is a plus

  • You're a pro at navigating between systems and using all the software high-powered SaaS companies utilize, like CRMs, help desks, and analytics platforms.

  • You’re comfortable and effective when engaging internally with teammates as well as externally with clients on the phone and via email.

  • You’re a good teammate and always do what is in best interest of your team 

  • You have a growth mindset and love getting feedback so you can improve

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • CanvaDesign
    • TrelloManagement
    • SlackManagement
    • WordpressCMS
    • HubSpotCRM
    • PipedriveCRM
    • MailChimpEmail
    • SendGridEmail

Location

The office sits in the beautiful hills on Texas 360 Loop. There are plenty of Austin's finest food and fitness options just minutes away!

An Insider's view of ePayPolicy

What’s the vibe like in the office?

The vibe here is extremely friendly and laid-back, while still promoting getting things done. Everyone gets along well, and plays off each others strengths.

Tyler

Application Developer

What's the biggest problem your team is solving?

Since we have such strong client acquisition from trade shows and inbound leads, we're working on maximizing our outbound floor plan to make it as strong as possible.

Keith

Team Lead

How has your career grown since starting at the company?

My three years here has been ridiculously awesome. I started in Customer Support part-time, and today I am involved in just about every area of the business.

Nathan

Team Lead

What unique initiatives do you have that encourage innovation?

We have a saying at ePayPolicy that goes like this. "The best idea wins. So who has it?" We encourage everyone to question why we do things the way we do and offer other solutions. We believe a collaborative environment brings out all of our best ideas.

Todd Sorrel

Co-founder

How do you collaborate with other teams in the company?

I collaborate with the marketing team, mostly. When they get inbound leads they send those my way, so our work really goes hand in hand.

Morgan

Inbound Product Specialist

What are ePayPolicy Perks + Benefits

ePayPolicy Benefits Overview

ePayPolicy offers up to 100% healthcare contributions, and unlimited paid time off. Happy hours and quarterly company sponsored events are always a blast!

Culture
Volunteer in local community
ePayPolicy volunteers at Austin Mobile Loafes & Fishes. Mobile Loaves & Fishes provides food & clothing & promotes dignity for our ... prepared feeding program to the homeless and working poor.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Parking
Professional Development Benefits
Promote from within
Online course subscriptions available
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