Customer Support Analyst

The account manager 3 is the primary client services contact responsible for supporting retention, client satisfaction and issue resolution of the customer account for the CorPay Complete system including software and product lines (Purchase Orders, Invoice Automation, Accruals, Expense Reimbursements, Vendor Management, Payment(cards, ach, check and etc). This position is responsible for assisting with all aspects of client relationships to ensure satisfaction and effective use of products and services. The account manager 3 is assigned a portfolio of customers and is responsible for understanding and resolving issues pertaining to products utilized by the clients.

Essential Functions/Core Responsibilities

Work directly with clients to provide to a primary point of contact for day to day account support, problem resolution, technical clarity, research and analysis

Responds to Salesforce cases, inbound emails, fax, virtual meetings and phone calls.

Prepares and presents solutions in advance to retain relationships.

Uses customer feedback to monitor the status of service levels, identifies problems and revenue growth potential within the client base.

Trouble-shooting of client-raised servicing issues to determine if the issue is a system issue, training issue, or client configuration and effectively interact with internal departments to support customer base.

Additional responsibilities:

Act as a liaison between business operations and engineering to help problem solve and integrate customer recommendations.

Self-driven to develop professionally, improve performance, and understand the tools in place and use the system available to their fullest potential.

Demonstrates leadership qualities that influence peers to work collaborately, automate manual processes.

Serves as key contributor in developing and testing new processes and procedures that enhance the users experience. Act as game changer as appropriate.

Develops and executes a client service delivery strategy for assigned clients around the needs, contracts specifications and cost components.

Makes decisions regarding the set up and support of the clients assigned to their care and has the avility to approve finaincial fee and or transaction concessions.

Qualifications:

Education:

Minimum: Bachelor’s degree or equivalent work experience

Preferred: Bachelor’s degree in Accounting/Finance, Economics, Business Administration or related field.

Experience:

Minimum: Three years of progressive experience working within a call center or customer service team with demonstrated problem solving skills.

Skills:

Technical: MS Excel(spreadsheet), CRM applications (Salesforce), account payable experience or the equivalent work experience and technical expertise in call center and account management

Non-technical: Verbal and written communication skills, account management, relationship management

Location:

San Francisco Bay Area required. Need to work across time zone (U.S. and Asia)

Sr Analyst/Accountant - Saas Operations

Senior Analyst/Accountant – SaaS Operations

FLEETCOR is currently seeking a Senior Analyst, SaaS Operations within our Corpay line of business and is located in San Mateo, CA. This role reports directly to the President and GM of Corpay Complete.

Senior Analyst SaaS Operations is expected to work across all product lines that Corpay Complete provides System Implementations, Product Development, Customer Success, & internal operations including revenue, billing, etc. This position requires an understanding of accounting principles gained through attainment of a 4-year Bachelors degree in finance, accounting, or related business field from a nationally accredited educational institution. In an environment of reduced supervision, the position exercises independent discretion and judgment in applying data manipulation, business processes and procedures, establishment of work programs and preparing summaries of information. The position will be involved in a number of special projects which will be pervasive and will provide opportunity to grow within our organization and work in areas not traditionally available.

How We Work

As a Senior Project Analyst - SaaS Operations, you will be expected to work in a virtual environment. FLEETCOR will set you up for success by providing:

Assigned workspace in San Mateo office/full
Company-issued equipment + remote access
Formal, hands-on training

Essential Functions And Duties

Conduct implementations and project scoping with Corpay Complete’s key clients.
Manage multiple support and business analyst employees
Establish best practice processes & procedures across support and onboarding.
Support Senior Managers with technical advice and analytical projects.
Participate in diligence and implementation work in serving our clients.
Formulate responses to our clients on product or technical issues and general inquiries.
Produce monthly reports for clients.
Use and develop communication skills to communicate project findings, conclusions and recommendations with peers and clients
Participate in client meetings to review and present analytical approaches and interpret results
Apply logic and Corpay Complete methodologies to provide recommendations to clients.
Assist corporate finance and accounting entries related to procure to pay process.
Advise on establishing or improving internal controls to assure proper internal compliance.
Research and cite regulations related to accounting AP and accruals.
Maintain and support the sales process including contract review, salesforce cleanup and billing automation.
Lead the analysis for and production of monthly/quarterly/annual transactional volume reports for communication with clients and billing purposes.
Participate in the deployment and customization of the Corpay Complete platform
Participate in the monthly/quarterly forecast process.
Participate in further development of the Corpay Complete software platform.
Perform a key role in the overall growth, recruiting and success of Corpay Complete.
Product Development – Communicate business requirements to engineers on system requirements.
Training – Help establish customer training and Corpay Complete university
Implementations of new systems as they relate to: Billing, Accounting, special projects etc.

Qualifications

B.S. in a Business Administration, Economics, Accounting, or Finance.
1-2+ years of professional accounting experience (big 4 preferred) with progressive duties. Or related experience
5+ years of professional experience in a related role
Moderate to advanced Excel skills
Quantitative skills and general problem solving skills for business problems
Strong interpersonal and team working skills
Good communication skills (written and verbal)
Ability to learn quickly and resourcefully
High degree of motivation, flexibility and creativity
Genuine desire to work hard and progress rapidly in the startup/ software/ service profession
Positive attitude and strong willingness to learn from mentors and peers
Ability to travel (typically ~5% or less but may be higher depending on assignments)

Knowledge/Skills

Strong analytical and independent problem solving skills required to evaluate gaps in data, efficiencies, customer pain points and the best way to implement the Corpay complete system.
Effective written and verbal communication skills are necessary to present relevant information to management and senior client representatives.
Strong personal computer skills (Excel, Word and PowerPoint) are required to perform analyses and communicate information to various constituents.
Knowledge of accounting, financial reporting and financial analysis usually acquired through related work experience in increasingly complex roles is required.
Strong interpersonal and partnering skills to develop working relationships with partners across operating business and support functions.
Demonstrated ability to drive change and improve processes.
Self motivator and ambition is highly desirable.

Essential Functions/Core Responsibilities

Work directly with clients to provide to a primary point of contact for day to day account support, problem resolution, technical clarity, research and analysis

Responds to Salesforce cases, inbound emails, fax, virtual meetings and phone calls.

Prepares and presents solutions in advance to retain relationships.

Uses customer feedback to monitor the status of service levels, identifies problems and revenue growth potential within the client base.

Trouble-shooting of client-raised servicing issues to determine if the issue is a system issue, training issue, or client configuration and effectively interact with internal departments to support customer base.

Additional responsibilities:

Act as a liaison between business operations and engineering to help problem solve and integrate customer recommendations.

Self-driven to develop professionally, improve performance, and understand the tools in place and use the system available to their fullest potential.

Demonstrates leadership qualities that influence peers to work collaborately, automate manual processes.

Serves as key contributor in developing and testing new processes and procedures that enhance the users experience. Act as game changer as appropriate.

Develops and executes a client service delivery strategy for assigned clients around the needs, contracts specifications and cost components.

Makes decisions regarding the set up and support of the clients assigned to their care and has the avility to approve finaincial fee and or transaction concessions.

Qualifications:

Education:

Minimum: Bachelor’s degree or equivalent work experience

Preferred: Bachelor’s degree in Accounting/Finance, Economics, Business Administration or related field.

Experience:

Minimum: Three years of progressive experience working within a call center or customer service team with demonstrated problem solving skills.

Skills:

Technical: MS Excel(spreadsheet), CRM applications (Salesforce), account payable experience or the equivalent work experience and technical expertise in call center and account management

Non-technical: Verbal and written communication skills, account management, relationship management

Location:

San Francisco Bay Area required. Need to work across time zone (U.S. and Asia)

SaaS Operations Associate

Position: SaaS Operations Associate
General Summary
The SaaS operations associate is expected to work across all product lines that Corpay Complete provides System Implementations, Product Development, QA, Customer Success, Sales & Marketing & internal operations including revenue. This position requires a basic understanding of accounting principles and strong operational background gained through attainment of a 4-year Bachelors degree in finance, accounting, or related business field from a nationally accredited educational institution. In an environment of reduced supervision, the Experienced Associate exercises independent discretion and judgment in applying data manipulation, business processes and procedures, establishment of work programs and preparing summaries of information. The Experienced Associate will be involved in a number of special projects which will be pervasive and will provide opportunity to grow within our organization and work in areas not traditionally available.