001 Manufacturers and Traders Trust Co

Compensation

Full Description

Overview: Serves as primary contact for start-up customers, inclusive of responding to questions, providing support and training, onboarding new customers and providing follow-up communications and help documentation. Compiles and analyzes data and feedback to support product-related changes and assess depth of customer loyalty. Primary Responsibilities: Serve as first point of contact within a business start-up to provide immediate support to resolve questions of new and existing customers of the start-up received via email and/or phone following established procedures where applicable. Serve as primary contact for onboarding new customers for the start-up, training platform end users and providing post go-live support. Investigate, diagnose and troubleshoot customer-reported issues to resolve them in a timely and accurate manner. Represent the voice of the customer to provide input into every core product, marketing and sales process related to the start-up product. Make recommendations for product changes based on user experience and NPS (Net Promoter Score, which gauges customer loyalty). Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding potential product and service improvements. Understand customer outcomes specific to customer time to value (successful onboarding and complete client matter resolution) by communicating with customers; work with the customer to define their expectations in using the platform. Analyze customer health metrics, run NPS and gather other feedback via customer success tools. Collaborate with the engineering and development teams for the start-up, to set-up or configure the software platform to customer’s requirements and troubleshoot technical issues raised by customers. Work with engineering and development teams for more complex technical issues. Promote client retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional help documentation. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. Promote an environment that supports belonging and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Education and Experience Required: Bachelor’s degree in business, marketing, or related field and a minimum of 2 years’ related experience, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 2 years’ related experience Strong communication skills Strong interpersonal skills Strong presentation skills Strong material preparation skills Entrepreneurial spirit Passion for customer success and its role in growth and customer adoption Experience working with, and managing, stakeholders and customers High level of accuracy Detail-oriented Prior experience working in a flexible environment and operating with uncertainty and change Driven Self-motivated Enthusiastic Can-do attitude Education and Experience Preferred: Minimum of 2 years’ customer success and/or account management experience Prior technology or financial services experience in a start-up or larger company #LI-AW1 M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at careersitesupport@mtb.com for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice