Customer Success Guide

Job Responsibilities

• Serves as the contact for our small customers. The teammate will consult with Customer Success, Customer Onboarding and Customer Care as needed to facilitate answers to customers question.
• Proactively, check-in with our customers to discuss their payment adoption related to their adoption plan, along with identifying reasons for under or overachievement.
• Complete Salesforce entry to document reason codes for under or overachievement on Payment adoption. Goal is to identify any trends that need to be addressed within our business related to low adoption and communicate those trends to your manager.
• Assist customers with challenges contributing to underachievement of payment adoption. This includes reviewing payments reporting, trends and support cases. Outcome of this review would be to engage internal teams if there are technical or process issues that need to be fixed or recommend best practices with the customer to improve the success rate of their payments.
• As needed, shadows Customer Onboarding project, as well as other applicable Customer Success functions to learn the full Customer Experience
• Assists in gathering and prioritizing customer feedback through various internal platforms, looking for pertinent trends and anomalies.
• Utilize tools such as the AvidXchange Community to direct customers to self-service resources. Report inaccurate or missing information to appropriate teams to build out self-service resources." Want to make clear this team doesn't own updating this content, which CS does tend to do today.
• Perform other duties as described

Experience, Qualifications & Skills

Required Experience, Qualifications, and Skills

• 2 years of experience in a Customer Engagement related field
• Proficient knowledge of Microsoft Word, Excel and PowerPoint
• Proficient verbal and written communication skills
• Highly organized and ability to multi-task, serve needs of multiple customers
• Attention to detail, curious, and problem-solving mindset

Preferred Experience, Qualifications, and Skills

• Bachelor’s Degree or equivalent experience
• Relationship skills desired to drive visibility and change
• Proficient in collecting, analyzing and synthesizing information from a variety of channels
• Basic understanding of the AvidXchange products
• Strong work ethic and highly self-motivated
• Detail oriented, analytical and curious
• Knowledge of Salesforce and SharePoint a plus, but not required
• Team player
• While experience is not required, candidate should have strong interest in data collection and analysis
• Customer Relationship Experience

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

• 18 days PTO* 
• 11 Holidays (8 company recognized & 3 floating holidays) 
• 16 hours per year of paid Volunteer Time Off (VTO) 
• Competitive Healthcare 
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance 
• 100% AvidXchange paid Long-Term Disability 
• 100% AvidXchange paid Short-Term Disability  
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents
• 401k Match up to 4% 
• Parental Leave: 8 weeks 100% paid by AvidXchange*** 
• Discounts on Pet, Home, and Auto insurance 
• BrightDime Financial Wellness Tool, offered free to teammates 
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
• Onsite gym fitness center, yoga studio, and basketball court****
• Tuition Reimbursement up to the federal maximum of $5,250*****
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Charlotte location only  

***Must be full-time for at least 3 months
****Charlotte location only
*****Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.