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Customer Success Manager-Bilingual

Sales

Kount, an Equifax Company, delivers digital fraud prevention and account protection for more than 9,000 leading brands and payment providers. Linked by Kount’s award-winning AI, the Identity Trust Global Network analyzes signals from 32 billion annual interactions to personalize experiences across the spectrum of trust — from ensuring frictionless experiences to blocking fraud. Quick and accurate identity trust decisions deliver safe payment, account creation, and login events while reducing digital fraud, chargebacks, false positives, and manual reviews. 

The Customer Success Manager (CSM) will support Kount’s efforts to prevent fraudulent credit card purchases for our merchants’ web sites.  In this position, the CSM will work directly with the merchant’s technical resources on the integration of Kount and may also work in collaboration with merchants to achieve the goal of reducing chargebacks for the merchant while maintaining their bottom line by consultative management of rules, user training and other needs as determined.

What you’ll do

  • Coordinate and lead meeting with customers and internal technical and business units

  • Perform IT certification and recertification tasks 

  • Issue formal notice to customers and internal personnel upon successful completion of certification process

  • Update status and documentation on customer(s)

  • Report status of onboarding process as it pertains to overall Rules and Training, Success Criteria and User Set Up

  • Perform technical problem resolution with customer(s)

  • Monitor web communication

  • Familiarity with development languages to facilitate troubleshooting and debugging

  • Create and maintain SQL queries

  • Automate tasks related to the certification process

  • Communicate technical issues, problems and solutions to a varied audience of technical and non-technical personnel then document said issues, resolutions and best practices

  • Work with merchants to establish/create order validation rules and implement same

  • Train merchant personnel on day-to-day usage of Kount and fraud education

  • Conducting follow-up research on fraud chargebacks for rule adjustment

  • Providing feedback on possible fraud patterns to merchant

  • Accessibility to the merchant for troubleshooting and order review assistance

  • Manage Kount’s CRM system (Salesforce and Gainsight) to keep proactive status updates and internal activities

  • Periodic, weekly on-call duties

What experience you need 

  • Bachelor’s degree or equivalent work experience

  • Minimum of 4 years experience in client facing, customer service or account management role

  • Fluency in Spanish and English

What could set you apart

  • Previous industry experience in credit card fraud prevention 

  • Knowledge of Network operations and Developer experience

  • Experience with any of the following platforms ATG, Magento, Demandware, 3D Cart, LimeLight

  • Knowledge of Salesforce CRM and/or Gainsight

  • Knowledge of MS Office

  • Ability to maintain strict confidentiality of company and merchant information


We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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