Customer Success Manager
4 weeks ago
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.
Customer Success Manager - Job descrip6on
Company Descrip/on
Como is the pioneer of Data Driven Customer Engagement & Loyalty Solu9ons.
Como helps F&B and Retail businesses increase their revenue and build strong rela9onships with their clients, know them beDer and keep them coming back. Como's turnkey all-in-one SaaS plaGorm is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level ac9onable data, advanced loyalty and promo9on engine, sophis9cated marke9ng automa9on, omni-channel communica9on, auto generated AI campaigns, customized and branded mobile app and much more.
We are looking for an organized, analy9cal and empathe9c CSM with great rela9onal and communica9onal skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and upda9ng their loyalty program.
Customer Success Manager Responsibili/es:
Customer Onboarding and Rela/onship Management:
•Own the overall rela9onship with assigned clients aUer the Sales representa9ve has signed the client and maintain a strong, long-term rela9onships with customers, ac9ng as their main point of contact •Guide new customers through the onboarding process, ensuring they understand how to use the product effec9vely and helping them defining and seXng-up their loyalty in the product back-end •Ensure Customer sa9sfac9on by proac9vely addressing customer issues and concerns by coordina9ng between the relevant internal teams and ensuring a swiU and effec9ve resolu9on
•Transfer customers' demands to the Support team when it comes to tech/integra9on related issues •Escalate relevant situa9ons to Managers in a 9mely manner
Customer Success and Reten/on:
•Serve as the voice of the customer within the company, advoca9ng for their needs and feedback to influence product development and improvements when needed
•Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objec9ves
•Develop and execute success plans tailored to each customer's goals and objec9ves throughout the client life9me and based on KPIs analysis
•Iden9fy opportuni9es for upselling addi9onal features, services or high-9er plans to exis9ng customers
Customer Success Manager Requirements:
•Master's degree or equivalent experience
•You have 1-3 years of experience in customer success (in SaaS companies or Tech startups preferably) •Strong wriDen and verbal communica9on skills
•Detail oriented, analy9cal and crea9ve thinker
•Demonstrated ability to increase customer sa9sfac9on
•Perfect English skills
•Another European language is a plus
•Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solu9ons is a plus
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.
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