176 applicants

Company

Global Payments Inc. · 12 hours ago

Customer Success Manager

Boston, MA

Full-time

Remote

Senior Level

6+ years exp

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Responsibilities

Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally. (Client Management)

Maintains long-term relationships with clients. Ensures understanding of the client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Identifies new product services based on strategic direction of the client's business. (Client Management)

Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership. (Client Management)

Provides quality service and operational performance within the parameters of the client's projects and service delivery standards. (Client Management)

Supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. Aligns client's needs with internal solutions. Manages the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. (Client Management)

Accountable for invoice accuracy, including research and dispute resolution and understands the financial and compliance impacts of client support. Consistently analyzes and monitors the client's processing environment to identify and implement strategies for operational efficiency and cost savings.

Supports the renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from legal and other key stakeholders for areas outside of the Relationship Management’s area of expertise. (Client Growth)

Manages sales support resources and work with internal stakeholders to create and deliver propositions. (Client Growth)

Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities. (Client Growth)

Maintains customer profile of client's architecture and processing environment, product matrix, and custom processes to track client interactions. (Client Management)

Qualification

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Client ManagementFinancial Industry ExperienceCustomer Service SkillsCollaboration SkillsRelevant ExperienceSales Support

Required

Bachelor's Degree

Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree

Typically Minimum 6 Years Relevant Exp

Experience in client facing roles and/or financial industry.

Preferred

Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways.

Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams.

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.

Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

Networks with key contacts outside own area of expertise.

Builds on/Maintains external relationships of assigned accounts.

Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).

Oral and written communication skills. Ability to develop and conduct presentations.

Collaborate with internal and external audiences to solve problems.

Aligns client needs with internal solutions.