• Support day-to-day client relationships across a portfolio of commercial card and accounts payable clients, under the guidance of the Customer Success Manager. • Cover the inbound client support phone line during business hours — fielding questions, logging issues, and resolving common card operations problems independently. • Handle first-level support requests: card issuance questions, authorization inquiries, transaction research, and basic dispute intake. • Escalate complex processor-side or compliance-related issues to the CSM with full context and documentation. • Maintain accurate client records, support logs, and issue tracking across internal systems. • Assist in preparing client-facing materials — onboarding guides, QBR supporting data, and program update communications. • Help document support processes and resolution workflows as the team scales. • Stay current on product updates, payment network changes, and new channels as they launch — you'll be a key part of bringing clients along.

• Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach. • Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth. • Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team. • Identify upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging. • Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value. • Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency. • Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.

• Administer and configure InPost's CRM platforms (HubSpot, Pipedrive, Microsoft Dynamics 365 or equivalent) — pipelines, custom objects, user roles, and permissions • Design and maintain automations and integrations using Zapier, Make.com, and where needed Google Cloud Platform — connecting CRM with internal systems, marketing tools, and operational platforms • Translate APM deployment workflows (site sourcing, lead-to-deployment pipelines, partner onboarding) into structured CRM logic • Own data quality across markets: audits, deduplication, field validation, and lifecycle management • Build dashboards and reports tracking pipeline activity, deployment progress, and operational KPIs for international stakeholders • Gather requirements from teams across markets and translate them into scalable CRM configuration and process design • Maintain documentation, playbooks, and training materials; support onboarding and day-to-day CRM queries

• Own the end-to-end renewal management process, maintaining visibility into renewal pipeline activity • Coordinate cross-functionally to reduce renewal risk and prevent revenue leakage • Ensure renewal workflows are initiated early and executed consistently across sales and support teams • Serve as the direct manager of the Business Analyst team • Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities • Establish accountability standards and execution discipline within the Business Analyst function • Oversee and manage the Client Services Desk • Maintain operational system hygiene and data integrity • Manage third-party technology and system vendors • Oversee recurring and booked revenue reporting