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.

The Customer Success Manager's mission is to deliver differentiated experiences that make our customers more successful in achieving their vision. This is accomplished through collaboration, consulting, and advocacy.
Done well, we will create positive business outcomes for Global Payments Integrated.

A Customer Success Manager (CSM) is cross-trained and multi-skilled with a deep understanding of the payment processing industry. We are responsible for delivering relationship‑management level support to Global Payments Integrated’s general portfolio. This is accomplished through proactive engagement and by connecting the value of our integrated solutions to the success of our customers’ businesses. By demonstrating strong skills in empathy, negotiation, interpersonal communication, and problem‑solving, we maintain long‑term customer relationships while reducing attrition and increasing revenue.
The CSM will research complex issues to identify root causes and work with leadership so long‑term solutions to process and/or service failure points are continuously implemented. This position is instrumental in identifying and sharing feedback on competitive activity and customer insights within each market.

Essential Duties

• Proactively Reach Out and Retain At‑Risk Customers
• Use various CRMs, internal tools and programs to support customers and their accounts
• Conduct investigations into customer support history or perform needs analyses based on business requirements
• Report on customer interactions to drive key learnings for management and the company
• Proactively engage customers via phone and email to communicate the value of our services and solutions
• Maintain relationships with prior customers to support accounts as needed
• Address escalations that impact a customer’s likelihood to continue working with the company
• Respond to NPS feedback to effectively resolve customer concerns
• Reach out to new accounts to train and educate on the complexities of integrated processing

Handle High‑Volume and High‑Risk Pricing Reviews

• Conduct value‑driven and relationship‑building conversations while addressing pricing needs
• Collaborate with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts
• Negotiate with customers to establish sustainable pricing plans
• Educate and answer customer questions regarding pricing structures, rates, fees, interchange, and statements
• Negotiate contract extensions when pricing adjustments are needed through the use of Addendums

Business Partner Escalations and Customer Experience Campaigns

• Effectively handle at‑risk customer escalations shared through mutual Business Partner relationships
• Assist Business Partners with focused campaigns to enhance the Customer Experience and attrition‑reduction efforts

Customer Support Functions

• Respond to inbound IM, phone, and email inquiries from internal departments, customers, and partners regarding Global Payments Integrated products and services
• Act as the central point of contact for high‑profile customers, as needed
• Maintain ongoing customer relationships and account management as required.

This list is not all‑inclusive, as additional duties may be assigned by the supervisor.

Required Qualifications

• 1 years of Customer Service experience
• Strong organization and analytical abilities
• Detail‑oriented
• Ability to learn new technologies
• Strong leadership skills
• Self‑starter
• Highly articulate in phone and email communication
• Able to meet standard key performance indicators and service level agreement standards
• Able to present periodically to peers and leadership

Preferred Qualifications:

• Bachelor’s Degree
• 1 year in the Credit Card Industry
• 1 years of account management or sales

Competencies:

• GSuite
• Excel
• Microsoft Office
• Salesforce

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

Bonus:

Eligible for a Quarterly Bonus of up to $2,000, based on achievement of key performance indicators (KPIs), team service level goals, quality assurance standards, and other related factors.

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

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.