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Senior Customer Success Manager

2 months ago

Boston, United States Global Payments Full time

Senior Customer Success Manager

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid, and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Summary of This Role This person will participate as a collaborative member of the Customer Success team and would be responsible for proactive communication with our customers. This includes facilitating business reviews, annual renewals, and professional service opportunities. The Customer Success Manager functions as our customers’ trusted advisor and helps identify opportunities for continued success with MineralTree. The ideal candidate is one who is passionate about solving customer needs, simple and effective communications skills via phone and email, and able to set customer expectations. As the voice of the customer, you will also partner with our service, sales, and product teams to share insights and feedback. Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of 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. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate the value of support offering to the client and identify opportunities for expanded support business. What Part Will You Play?

Ensure customer retention through proactive customer service and demonstrable value of MineralTree Increase company revenue through identifying and developing opportunities to upsell with customers Develop and maintain long-term business relationships with clients to drive advocacy Collect customer requirements and feedback to relay to the product team Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting Showcase newly released features, maximize the usage of relevant features with customers Understand customer and system problems, and provide solutions to the customers Support ongoing projects to identify the right tools and processes for customer success as an organization, providing original thought and suggestions Support fellow team members to develop and work together to provide the ultimate customer experience What Are We Looking For in This Role?

Minimum Qualifications Bachelor's Degree Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of a degree Typically Minimum 10 Years Relevant Exp Experience in client-facing roles and/or the financial industry. What Are Our Desired Skills and Capabilities?

Skills / Knowledge - Having broad expertise or unique knowledge, uses skills to contribute to the development of company objectives and principles and to achieve goals in creative and effective ways. Having ownership of a function, account, or matrix management responsibilities, uses knowledge to ensure success, strengthen relationships, expand the business, and lead matrix teams on complex projects. Barriers to entry such as technical committee review may exist at this level. Job Complexity - Works on significant and unique issues where the analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups, both internal and external. Supervision - Acts independently to determine methods and procedures on new or special assignments. Communication Skills - Oral and written. Ability to develop and conduct presentations. Collaboration Skills - Collaborate with internal and external audiences to solve problems. Customer Service Skills - Aligns client needs with internal solutions.

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