About Orum
Orum transforms payment technology for businesses, revolutionizing payment speed, certainty, and orchestration through unified API-based solutions. Orum's mission is to make money move by giving enterprises the ability to deliver payments 24/7 with a unique 'Direct to Fed' money movement solution; verify bank accounts instantly with innovative technology, and orchestrate and optimize payment operations with a custom-built portal and ledger.
Founded by Stephany Kirkpatrick and led by expert fintech operators from LearnVest, Square, N26, Klarna, Marqeta, and Stash, Orum has raised over $82M from leading investors, including Accel, Canapi, Bain Capital Ventures, Inspired Capital, Homebrew, Acrew, BoxGroup, Clocktower Ventures, Primary Ventures and American Express Ventures. We provide the technology and expertise required to power a better financial system where everyone has the freedom to build to their potential.
At Orum, we are a remote-first and people-first company. We believe that working remotely presents a unique opportunity to build a diverse team that opportunistically leverages distance to asynchronously work better. We have thoughtfully invested in the right tools and practices that will enable individuals to bring their best selves to work while having the flexibility and support to enjoy their personal lives. We are committed to cultivating an equitable and inclusive work environment where everyone's voice matters. If you’d like to play a part in crystallizing the vision of a world where money is smart, real time, and fully automated, we’d love to hear from you.
All communication related to recruitment activities will originate from an @orum.io email address. All interviews will be conducted via zoom with video enabled. We will never ask for sensitive information via email. If you suspect you have received a fraudulent job offer, or scam interview, please reach out to security@orum.io.
THE ROLE
As a Customer Success Associate, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will be responsible for cultivating strong relationships, understanding customer needs, managing integrations to optimize the speed at which customers go live, and collaborating cross-functionally to drive value for existing customers through our money movement and bank account verification solutions.
THE TEAM
You will work with a group of teammates who are mission driven with a vision to fundamentally transform payments technology for businesses by revolutionizing payment speed, certainty and orchestration.
KEY RESPONSIBILITIES AND AREAS OF IMPACT
Onboarding and Implementation:
- Lead the onboarding and integration process for new customers, ensuring a smooth and efficient implementation of our money movement and/or bank account verification solutions.
- Collaborate with internal teams, including Sales, Operations, Product, and Engineering to facilitate a seamless transition from sales to implementation, always with the goal of optimizing how fast customers go live.
Account Management:
- Serve as the primary point of contact for a portfolio of key customers, building strong, long-term relationships.
- Proactively monitor account health and performance, addressing any issues or concerns promptly.
- Conduct regular check-ins and business reviews to ensure customers are achieving their goals and continue to scale platform usage.
Customer Advocacy:
- Nurture and deepen our relationship with customers to allow our Customer Success and Marketing leads to facilitate case studies, testimonials, and referrals.
- Provide exceptional support to clients, troubleshooting and resolving issues in a timely manner.
- Collaborate with internal teams to escalate and resolve complex issues.
Product Advocacy and Feedback:
- Act as the voice of the customer within the company, providing feedback to the engineering and product teams.
- Advocate for new features and improvements based on customer needs and feedback.
Cross-functional Collaboration:
- Work closely with sales, marketing, product, engineering, and operations to ensure customer success initiatives align with company goals.
- Participate in the development and execution of customer success strategies and programs.
YOU SHOULD APPLY IF:
- 2+ years experience as a technical resource for customers integrating APIs
- You can elevate the voice of the customers
- You want to grow your customer success expertise including the ability to identify expansion opportunities and think strategically about how to drive growth
- You’re constantly thinking about ways to improve the customer experience related to our, technology and support
- You have experience in the payments landscape, specifically around core money movement would be an advantage
- You are extremely analytical, process-oriented, and love to live in the metrics of your customers.
- You understand and are willing to learn the technical aspect of customer interactions
- Previous experience working with observability and business intelligence tools such as Datadog and Metabase is a plus
- Intellectually curious individual who wants to solve a variety of problems including compliance, payments, risk, and technical
PAY TRANSPARENCY
At Orum, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. Base salary is market driven at the point in time of offer and is based on tier 1 market data. The initial base salary for this role will range between $78,000 to $90,000 and is determined on a few factors including your skills, prior relevant experience, quality of interviews, and leveling.
About our Benefits
- Location-agnostic premium competitive salary
- Employee stock incentive plan
- 401(k) match
- Access to free, confidential 1-on-1 sessions with trusted financial advisors
- Take what you need PTO
- 12 paid holidays & 1 week company wide paid time off in December
- Paid company wide mental health days
- Paid parental leave
- 100% paid medical premiums for you and your family, as well as dental and vision plans
- Healthcare and Dependent Care FSA
- Expense funds to support team members’ wellbeing
- Medical travel
- Home office
- Referral bonus incentives
- Ongoing professional development
Not sure if you meet the qualifications? Keep reading…
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have the appropriate qualifications, but don’t meet every single point on the job description, we encourage you to apply. We promise to review your application.
Orum.io provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We are committed to developing a barrier-free and inclusive recruitment process and work environment. If you require any accommodation, please email us at talent@orum.io and we’ll work with you to meet your accessibility needs.
