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Account Manager

2 months ago

Doral, Florida, United States Jobs via eFinancialCareers Full time

About Us

Global Payments is a leading provider of payment technology and software solutions. Our mission is to empower businesses to grow and succeed in the digital economy.

Job Summary

We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring the success of our clients by providing exceptional customer service, identifying opportunities for growth, and developing strategic plans to achieve business objectives.

Key Responsibilities

  • Customer Onboarding and Relationship Management
    • Own the overall relationship with assigned clients and maintain a strong, long-term relationship with customers, acting as their main point of contact
    • Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty program
    • Ensure customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution
    • Transfer customers' demands to the Support team when it comes to tech/integration related issues
    • Escalate relevant situations to Managers in a timely manner
  • Customer Success and Retention
    • Serve as the voice of the customer within the company, advocating 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 objectives
    • Develop and execute success plans tailored to each customer's goals and objectives throughout the client lifecycle and based on KPIs analysis
    • Identify opportunities for upselling additional features, services, or high-tier plans to existing customers

Requirements

  • Master's degree or equivalent experience
  • 1-3 years of experience in customer success (in SaaS companies or Tech startups preferably)
  • Strong written and verbal communication skills
  • Detail-oriented, analytical, and creative thinker
  • Demonstrated ability to increase customer satisfaction
  • Perfect English skills
  • Another European language is a plus
  • Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus