About NoFraud
NoFraud is an all-in-one fraud prevention solution that leverages a combination of human intelligence and AI-powered, multi-layered fraud screening technology to instantly detect and block fraudulent orders in real-time, eliminating chargebacks and boosting order approval rates. Our proprietary process takes care of fraud from start to finish, no merchant involvement required.
With competitive rates, the industry's highest order approval rates, and guaranteed chargeback protection, NoFraud is the leading fraud prevention tool for eCommerce merchants who want to boost their bottom line and win the fight against fraud—for good. If that inspires you, keep reading.
Our team embodies the entrepreneurial spirit. We are driven by our common purpose and the desire to innovate, collaborate and excel.
Organizational Need
-
The Customer Success Manager will help onboard new customers and help
retain and expand existing customers. You are customer-centric in everything
you do; over-communicating to our customers and relaying their feedback,
requests and observations to the internal organization. You are operationally
minded and have a strong understanding of process, tools and technology.
- You will confidently manage a book of business, maintaining consistent
touch-points with customers to ensure positive customer experiences and
positive relationship status’. You will be experienced at contract negotiation,
conveying product value and ROI in conversations that result in customers
advocating on our behalf publicly.
- You will work with the Head of Customer Success to implement programs to
identify and drive growth. These will map, track, and drive opportunities across
mid market and enterprise customer segments. You will identify ways to
improve our processes, engage repeatable processes like QBR’s and renewals
with efficiency, and default to using data whenever possible.
Responsibilities
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Develop a deep understanding of your client’s businesses, our competitors,
and relevant verticals. Define client objectives and success criteria for their
partnership with NoFraud.
- Build relationships with decision-makers and individual contributors, earning
the right to ask for consistent feedback on the product, user experience and
in-market trends. Convey these insights and observations back to the NoFraud
leadership team proactively.
- Lead onboarding efforts and partner with account executives to ensure your
clients complete proper setup of the platform for maximum results.
- Educate clients on fraud best practices and advise on strategies and tactics
to drive down chargebacks.
- Own customer renewals and proactively defend business via clear articulation
of our product ROI using data, analytics and competitive analysis.
- Conduct comprehensive quarterly business reviews that demonstrate a deep
understanding of your client’s program goals and results and provide
data-backed recommendations.
- Identify opportunities for account expansion and partner with Sales to support
expansion and renewal efforts.
- Own your clients’ success with a goal of making every client a NoFraud net
promoter and shameless public advocate
Goals and Expectations
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Drive merchant success: Increase customer revenue, retention, and NPS
through strategic guidance and technical expertise.
- Be a technical expert: Maintain and optimize customer's ecosystem on the
NoFraud platform, mindful of their flows and integrations and in consideration
of broader ecommerce apps.
- Proactive account management: Develop resources, guides, and training
based on best practices and recommend growth opportunities that serve
your book of business.
- Collaboration and communication: Partner with internal teams (Product,
Engineering, Fraud Ops, Chargeback Ops, etc.) and clients to ensure alignment
and success.
- Champion the Voice of the Customer: Collaborate with customers to
understand their needs, translate them into actionable insights, and influence
product & roadmap decisions for maximized customer success. (Combines
elements from previous points and emphasizes customer voice)
- Strategic Account Review: Participate in recurring reviews with GTM
Leadership of your book of business and recommend business plans that
result in year-over-year growth.
Minimum Qualifications / Requirements
-
Experience: Minimum of 4 years of experience in customer success,
marketing, or sales within the tech industry, preferably in e-commerce or a
SaaS business.
- Technical Acumen: Strong understanding of fraud prevention technology and
the ability to effectively communicate technical concepts to non-technical
stakeholders.
- Analytical Skills: Proficiency in analyzing data and metrics to derive insights
and make recommendations. Capable of telling compelling stories using
data.
- Communication: Excellent communication and interpersonal skills, with the
ability to build rapport and credibility with diverse stakeholders. Great written
and presentation skills.
- Strategic Thinking: Ability to develop and execute plans aligned with
company objectives. An awareness that the customer voice is the most
important asset we have in building a broader business strategy.
- Adaptability: Comfortable working in a fast-paced, dynamic environment
with evolving priorities and client needs.
- Organized: Self-motivated and capable of managing multiple priorities,
including clients, experiments, and updates to internal teams. Unwavering
attention to detail.
Equal Employment Opportunity
No Fraud, LLC provides equal employment opportunities (EEO) to all employees and
applicants for employment without regard to race, color, religion, sex, national origin,
age, disability or genetics, sexual orientation, political affiliation, military veteran
status, domestic violence victim status, or any other protected characteristic under
applicable state and local laws governing nondiscrimination in employment in every
location in which the company has facilities. This policy applies to all terms and
conditions of employment, including recruiting, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence, compensation, and training.