Payments Adoption Manager (Customer Success)

Payments Adoption Manager, Customer Success

Duluth, GA or Remote

About CINC

CINC is a fully integrated cloud-based homeowners’ association accounting and property management software provider that develops solutions that support the running of the day-to-day activities of Homeowners Associations and Condominium Associations.

Job Overview

As part of the continuously expanding Payments Adoption Team, the Payments Adoption Manager, Customer Success will play an integral part in driving adoption of homeowner payment solutions through customer engagement. Your primary responsibility will be to consult with our customers on the benefits of and best practices for driving electronic payment adoption through both direct and indirect channels. Leveraging data-driven insights into customer behaviors and preferences on both the micro and macro levels, you will influence customer behavior to optimize the payment ecosystem for both CINC and its customers.

Key Responsibilities

• Customer Engagement:
• Build strong relationships with customers, through both one-on-one interactions as well as through marketing campaigns, to understand their homeowners’ payment preferences, challenges, and needs.
• Educate customers on the benefits of electronic payments, emphasizing data-driven insights to demonstrate improved security, convenience, compliance and efficiency.

• Influence Customer Behavior:
• Collaborate with marketing to develop persuasive messaging and materials to encourage our customers to promote electronic payments to their homeowners.
• Provide training and support to customer-facing teams, equipping them with data-driven arguments to effectively communicate the advantages of electronic payments to their customers.

• Customer Experience Optimization:
• Conduct thorough analysis of current payment processes to identify inefficiencies and opportunities for improvement.
• Collaborate with cross-functional teams to implement enhancements to products and processes that promote the use of electronic payments.
• Participate in the development and implementation of new tools and systems to streamline current processes.

• Operationalize Consulting Arm:
• Develop and train team members on standard operating procedures for engagement including outreach channels/methods, feature spotlights, and reports/presentations.
• Collaborate cross-departmentally with Customer Success to ensure alignment on messaging and customer needs.
• Develop and continuously evolve marketing resources, both internal and external, focused on payment adoption best practices.
  

Requirements:

• Bachelor's degree in Marketing, Finance, Business, or a related field.
• Strong communication, presentation, and customer service skills with the ability to engage and persuade customers.
• Strong project management skills with attention to detail and the ability to work independently as well as part of a team.
• Ability to collaborate effectively with cross-functional teams and influence stakeholders.
• Experience working on marketing campaigns.
• Proficiency in data analysis tools and techniques, with a demonstrated ability to analyze large datasets.
• Strong problem-solving skills and the ability to translate complex data into actionable insights.
  
  
  

Preferred Qualifications:

• Knowledge of payment processing systems and platforms, including credit card economics and pricing.
• Familiarity with regulatory requirements and compliance standards in the payments industry.
• Familiarity with the community management or property management industry.