Associate Manager

The Associate Manager, leads and supports the Client Success team to deliver exceptional service for Grade A/B merchant partners. This role oversees team performance, coaching, and development while ensuring strong client retention and satisfaction. Using SFDC data and insights, the Associate Manager drives portfolio health and operational excellence. They act as an escalation point and champion a proactive, consultative approach to client success.

On a daily basis, you will:

• Supervise and oversee client escalations to reduce wait time and offer all viable alternatives to clients to obtain BUY-IN  
• Balance day-to-day operations within the Client Success department while ensuring merchant concerns/escalations are given priority and addressed swiftly
• Coaching on how to effectively manage high-level/complex merchant concerns using EQ  
• Respond to Team Leads or CSS/CSMs issues and/or high-level escalations requiring intervention promptly with all documentation, communication, reports uploaded to SFDC
• Analysis of attrition for Client Success portfolios quarterly and yearly and churn and At Risk data  
• Maintain accurate records and document all service activities and discussions regarding department processes, personnel, or client escalations
• Collaborate across all departments to address/resolve client needs and delegate as appropriate with proper oversight to ensure these items are completed
• Become proficient / have extensive knowledge of all processes and guidelines for Client Success guidelines, practices, and protocols including product software and hardware offerings 
• Coordinate, collaborate and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately
• Ensure team meets KPIs consistently and works collaboratively with department management to address disciplinary issues or prohibitive behavior who will work with HR on any formal actions required    
• Concentration on department/division growth, revenue retention, and special project goals and targets
• Superior Case Management ability to ensure all Client Success case queues are managed appropriately Oversee direct reports open cases and direct team members to offer options and close tickets timely with appropriate follow-up and communication to stakeholders
• Department management performs performance evaluations, SMART GOALS, and yearly reviews, and conducts coaching and 1:1 meetings with all reports

What skill are we searching for?

• 2-5+ years of experience working in a managerial capacity in a support, sales/retention, or Customer Service role
• 1-3 years minimum experience working in the payment processing and/or software solutions industries
• At least 1 year background/experience  in portfolio management or processing/software leadership role where you were instrumental in developing processes and department protocols
• 2-3 years of experience and proficiency with Google Suite, Learning Management Systems such as Lessonly, and related software
• Ability to translate your skills to other employees through training and mentoring
• Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
• Strong retention, marketing, leadership and interpersonal skills 
• Excellent verbal and written communication skills with strong marketing, sales, retention, or VIP portfolio management background
• Thorough understanding of client success processes and department protocols within SpotOn ecosystem and potentially within a specific specialty success group like Integrations, Pricing, or Retention/Cancellations
• Ability to moderate both small and large groups

Here’s a bit about what we have to offer:

• Competitive pay: 11100 - 13800 PLN gross on CoE 
• Access to e-learning platforms (O’Reilly)
• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week
• Group English classes with a native speaker
• Flexible working hours
• New, modern, bright and comfortable office space in the city centre
• A lot of free parking spots around the office
• Access to the company’s library
• Great working atmosphere
• Chill out room with a PlayStation and games
• Free snacks and beverages in a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.