Support the Solutions Advisor role by proactively relieving client pains and ensuring a world-class customer experience. Collaborate with the Solutions Advisor to stay current on casework, projects, implementations, switchovers, and steady-state support — depending on which phase of engagement clients are in. This role passionately seeks to solve problems daily, eagerly receives feedback, and maintains a constant state of curiosity about how to improve client experiences.
Relationship to Solutions Advisor
Support RoleThe CSM supports the Solutions Advisor — not the other way around. The Solutions Advisor leads client engagements strategically. The CSM develops intentional relationships across departments, provides anticipatory customer service, and keeps casework moving forward daily.
Cross-Campus Relationship Building
Enterprise FocusCSMs establish contact and create meaningful relationships across departments — not just with the primary contact. For universities, this means becoming a trusted face at every level of the institution, facilitated through the university itself.
Enterprise
Primary PortfolioUniversities, Colleges, Healthcare Institutions across the U.S. High level of support. CSMs are responsible for Enterprise clients across both Support-Only and Support & Processing service types.
Legacy
Ad Hoc SupportSMBs in healthcare, government, non-profit, e-commerce, manufacturing, tech, retail, restaurants. Low level of support. CSMs assist with Legacy client issues on an ad hoc basis only.
- Customer Focus — Establish and maintain effective relationships. Gain trust and respect.
- Priority Setting — Identify what's mission-critical vs. nice-to-have. Spend time where it matters most.
- Patience — Approach every request with enthusiasm and positivity — whether first time or the 100th.
- Listening — Active, attentive. Probing, clarifying, and confirmation questions. Acknowledge others' points even when you disagree.
- Excellent Communication — Proactively communicate status. Escalate without letting issues boil over.
- Integrity & Trust — Follow through. Direct, truthful, widely trusted.
- Technical & Functional Skills — Develop understanding of complex payment terminology and solutions over time.
- Alignment & Compliance — Embody Arrow Payments' culture and encourage others to do the same.
Client Setup
For Assigned Clients- Assist with creation of all account management documents organized in Google Drive
- Assist with Salesforce account setup (contacts, cases, merged emails, etc.)
- Participate in Internal Strategy Meeting — case organization and communicating updates effectively
New Client Onboarding
Schedule & Coordinate- Assist Solutions Advisor in scheduling the engagement: weekly status meetings, internal strategy meetings, quarterly check-ins with reports, annual partnership reviews with key stakeholders
- Assist with Discovery: surveys, department meetings, documentation, collaboration with leadership
Learning Solution Design
Develop Skills- Uncover pain — focus on overarching University goals AND Departmental goals
- Show the complexity of pain — lead with strategic recommendations
- Demonstrate credibility
- Develop solution presentation materials with leadership
Discovery & Audit
Understand the Landscape- Understand organizational structure of the university
- Organize details regarding different technologies, solutions, vendors, and systems
Strategy & Switchover Execution
Execute- Partner with Solutions Advisor to define strategy & implementation plan
- Identify areas of opportunity for improvement; determine timeline and action items
- Switchover process: meet with departments → recommend solutions → order solutions → train users → test transactions → complete compliance
- Partner with Solutions Advisor to ensure successful switch to all new recommended solutions
Ongoing Responsibilities
Daily & Ongoing- Status Meetings — Review, update, maintain knowledge/next steps/status on all support cases
- Vendor & Department Coordination — Partner with Solutions Advisor to conduct vendor reviews
- Deploy Solutions — Installation, training, efficiency optimization, ongoing meetings
- Support Solutions — Address questions, provide resolutions, address equipment issues
- PCI Compliance — Ensure department PCI compliance, support SAQ completion, track staff PCI training, track device tamper logs, review/track payment procedures, ensure vendor PCI compliance, collect vendor AOCs, coordinate vulnerability scanning as needed
| Timeframe | Required Action |
|---|---|
| 4 Business Hours | Confirm receipt of incoming case |
| 24 Hours | Action response — who / where / when / how |
| 3 Days | Take action on all cases. Note: AOCs are an explicit exception — they don't require action every 3 days. |
| Daily | Ensure every case has a next step. Review of tasks past due (closed loop). Weekly review of all cases with Solutions Advisor. |
Managed in partnership with COO and Solutions Advisor.
- Case or Opportunity created for every client interaction that needs a resolution
- Task created for every step of the Case/Opportunity to close/resolve
- Daily: Ensure every Case has the next step documented
- Daily: Review of Tasks past due (with closed loop)
- Weekly: Review of all cases with Solutions Advisor to ensure quality of delivery and efficient response times
- DeskTime: Update every week by EOD Friday
- Appreciations: Share 2 per week with the team
- Channels: Monitor Slack, email, and Salesforce daily. Respond to team inquiries daily. Address time-sensitive questions ASAP.
AOCs (Attestations of Compliance) are explicitly called out as an exception to the 3-day action rule. These vendor compliance documents are managed on a longer cadence — but still require a specific revisit date to be set on the case.
- Lead with love and embody Arrow Payments' culture in every interaction
- Understand and follow Arrow's standards in interactions with clients, vendors, and colleagues
- Receive feedback with the intention of learning — assume good intent, don't take things personally
- Listen, clearly communicate, and collaborate
Partner with your dedicated Solutions Advisor to ensure that process documentation is accurate and kept up to date for all clients. Maintain organized case records in Salesforce and Google Drive.
- Work with Solutions Advisor to understand clients' long-term goals and objectives
- Learn to identify root causes vs. symptoms of problems — with the goal of educating clients on best practices
- Dedicate time to continuous learning about payment solution capabilities
- Support Solutions Advisor in preparing for annual client reviews, with additional support and direction from leadership
- Develop trust and rapport with key stakeholders — friendly, kind, positive experiences at all times
- Establish contact and create meaningful relationships across departments (cross-campus for universities)
- Take note of "client love" and share with the team and leadership for visibility
- Partner with Solutions Advisor to ensure client PCI compliance
- Conduct and organize annual reviews of Enterprise PCI policies and training
- Execute annual PCI Plan for PCI, AOCs, QSA & SAQs on time
- Learn to identify non-compliant practices or vulnerabilities in university systems and processes
- Track staff PCI training completion
- Track device tamper logs
- Review and track payment procedures
- Collect vendor AOCs to ensure vendor PCI compliance
- Coordinate vulnerability scanning, as needed
- Strategize internally with team and leadership to determine the best partner/solution for each client
- Educate clients on the pain, challenges, and costly results of RFPs (Requests for Proposals)
- Stay current on industry trends and competitor activity
- Invest time in learning about gateway connections, integrations, and API connections
- Ensure all cases are managed with proactive communication and timely responses
- Track client cases, review details, and guide to completion
- Ensure team questions related to your portfolio are responded to in a timely manner across internal platforms
- Appropriate escalation of issues/challenges to Solutions Advisor and leadership
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CSM Knowledge Test
50 questions covering the CSM role, responsibilities, PCI compliance, KPIs, process phases, relationship management, and Arrow Payments culture. Questions are randomized each attempt.