What are the responsibilities and job description for the Customer Success Manager position at Global Payments Inc.?
Description
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
Required Qualifications
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.
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
- 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
- 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
- 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.
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
- Bachelor’s Degree
- 1 year in the Credit Card Industry
- 1 years of account management or sales
- GSuite
- Excel
- Microsoft Office
- Salesforce
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.