Sr Client Success Manager

Description

Summary

Responsible for the ongoing development, while creating a growth and retention strategy by building out new and existing relationships with strategic clients. Identifying client’s business direction and aligning TouchNet solutions for client success. Builds effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers. The CSM utilizes Strategic Account Management (SAM) to build value-driven relationships with key decision makers to secure long-term relationships, measurable account development and contract renewal.

Key Responsibilities:

• Conduct regular outbound client calls/meetings
• Conduct meetings to learn and understand client’s business processes and future direction as it relates to campus commerce
• Develop a strong functional level understanding of the TouchNet product suite
• Exhibit strong persuasive ability to invest in TouchNet. This skill is especially required when a client is being courted by competition
• Build and present business/account reviews to audiences of 2-15 attendees. Exhibit a long-term perspective of product and business process alignment
• Act as a resource to team members. Train junior level CSMs on effective ways to build relationships and conduct conversations in a manner of growing TouchNet investment
• Solicit ongoing customer feedback, ensuring customer satisfaction and building customer loyalty. Effectively provide feedback to TouchNet CAB and PAB leadership
• Organize cross-team efforts between Product, Sales, Support, Service and Implementation
• Be a resource for sharing best practices to customers; build a strong network of subject matter experts within the territory
• Travel to client sites and trade shows
  
  

Qualifications:

Education

• Bachelor Degree is preferred
• 5 years experience in technical account management
• 5 years experience with Touchnet products
• Additional work experience may be substituted for the preferred degree requirement.
  
  

Experience and Capabilities Needed:

• High-level functional knowledge of TouchNet products
• Experience managing a strategic account portfolio with proven client retention success rates
• Prior experience in a client facing role, both internal and external, with all levels of stakeholders
• Customer relationship management, account management or sales experience with a technology-based company, preferred. Payment processing industry experience helpful.
• Comfortable calling into accounts at all levels, discussing business needs and suggesting new and innovative solutions to drive customer value from product
• Adept at salavaging at-risk clients and re-selling the TouchNet value proposition
• Strong attention to detail, required
• Excellent written and interpersonal communication skills, required
• Support and implementation of software/hardware in an enterprise level environment, required
• Experience in higher education, preferred
  
  

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 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

This role is eligible to be primarily remote within the United States. However, candidates must reside within a reasonable commuting distance to one of our office locations, as occasional on-site presence may be required for team meetings, training sessions, or company events.

$75,000 - $85,000

The above represents the expected base salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience and other job-related factors.