This job has closed.

Global Payments Inc. · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Global Payments Inc. is dedicated to delivering exceptional client experiences and is seeking a Customer Success Manager to enhance client relationships and support. This role involves proactive engagement with clients, resolving issues, and collaborating with various teams to ensure client satisfaction and retention.

AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments

Responsibilities

Proactively Reach Out and Retain At-Risk Clients

Use of various CRMs -Salesforce, Netsuite, etc., internal tools and programs to help aid our clients and their accounts

Resolution may involve investigation into client’s support history or needs analysis based on client’s business needs

Report on client interactions to drive key learnings for management and the company

Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business

Maintain relationships with prior clients to help service their accounts when necessary

Address escalations that impact the client continuing to work with the company

Responding to NPS feedback to effectively resolve client concerns

Reaching out to new accounts to train and educate on the complexities integrated processing

Handle-High Volume and High-Risk Pricing Reviews

Have value driven and relationship building conversations with clients while addressing pricing needs

Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts

Negotiate with clients to establish a pricing plan both our company and their business can successfully continue with

Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements

Negotiate contract extensions when pricing adjustments are need through the use of Addendums

Business Partner Escalations And Client Experience Campaigns

Effective handling of at-risk client escalations shared through our mutual business Partner relationships

Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions

Responds to inbound IM, phone and email inquiries from internal departments, clients and partners regarding the use of Global Payments Integrated products and services

Acts as central point of contact to high-profile clients, as needed

Maintain ongoing client relationships and account management as needed

Qualification

Customer ServiceClient Relationship ManagementNegotiationAnalytical AbilitiesAccount ManagementSalesforceNetsuiteGSuiteExcelMicrosoftLeadership SkillsCommunication SkillsDetail-orientedSelf Starter