Client Success Associate

Job Title: Client Success Associate

Reports to: Head of Account Services
Date last edited: November 7, 2025

Position Summary:

The Client Success Associate serves as a multi-disciplinary position skilled in complex client issues, successful activation, engaging non-processing accounts, and handling of delinquent accounts. This role demands high-level problem-solving, in-depth knowledge of account management processes, a proactive approach to researching variables, and a strong working knowledge of the terminals and gateways used in payment processing. The Client Success Associate excels at analyzing and resolving multi-layered client and process-related challenges. They work closely with internal teams, including IT, compliance, and senior leadership, to implement sustainable solutions, improve workflows, maintain accounts financially current, and prevent recurring issues. This role also plays a key part in mentoring lower-level activation specialists, refining activations protocols, and contributing to process optimization initiatives that enhance overall operational efficiency.

Key Performance Areas & Key Performance Indicators:

Activations: 40%

Delinquent / Non Processing Accounts: 25%

Account Management: 25%

Metrics Tracking & Reporting: 10%

Minimum Qualifications:

Education:

Experience:

Required Skills/Abilities:

Customer Service Excellence - Demonstrates professionalism, patience, and empathy when addressing client inquiries implementing the Myriad Systems ELR strategy – Empathize, Localize Strategize. Maintains a client-focused approach to deliver timely and accurate resolutions.

Communication Skills- Strong verbal communication to effectively manage phone interactions. Clear and concise written communication for email correspondence and ticket documentation.

Attention to Detail -Ensures accuracy in issuing and documenting service tickets. Identifies errors or inconsistencies in account records or service requests.

Problem-Solving Abilities -Quickly assesses and resolves account issues within the Level Three ART Service Tier. Escalates Level Three closure requests to the Account Resolution and Closure Specialist (ARC) appropriately while ensuring smooth handoffs.

Organizational Skills- Manages multiple tasks effectively, including monitoring emails, handling calls, interacting with third parties and maintaining metrics. Prioritizes workload to meet deadlines and service level agreements (SLAs).

Technical Proficiency- Skilled in using CRM systems, ticketing software, and email platforms. Comfortable generating and analyzing reports using basic data tools (e.g., Excel).

Team Collaboration- Works collaboratively with team members to resolve issues and improve processes. Actively participates in team discussions, offering feedback and insights.

Adaptability and Flexibility- Thrives in a fast-paced environment, responding promptly to changing priorities. Open to learning new systems, tools, and processes to enhance efficiency.

Accountability and Initiative- Takes ownership of tasks and follows through to completion. Proactively identifies opportunities for process improvement or efficiency.

Compliance Awareness- Understands and adheres to company policies and regulatory guidelines. Maintains confidentiality and security of sensitive client information.

Employer reserves the right to change this job description at any time, should business needs arise.