Customer Success Manager
Customer Success Manager
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Job Description
Worldline is the European leader in digital payments and number four worldwide powered by over 20000 employees in more than 50 countries. Every day our technology provides the trusted infrastructure for millions of people and businesses around the world - and were just getting started. We are on an exciting journey tolead the way towards the next frontier of payments. Our ambitions are extraordinarily high and we need the best people in the world to bring them to life people like you. So if you are a highly skilled customer success manager looking to make a real impact on the world join our journey!
The opportunity
To contribute to the mission of our Enterprise Accounts the Customer Success Manager provides a seamless customer experience at each step of the customer journey based on portfolio knowledge and customer needs.
To succeed in this function you will implement interactions with our customers in various stages of their relationship with us; establish best practices continuously work on improving the quality of service delivery and measure customer satisfaction.
About the team
You will be part of the customer success managers team servicing our Enterprise accounts in the Merchants Services business line covering the Retail segment in which our merchants are active: grocery convenience discounts department stores DIY electrical and speciality.)
Main Objectives
- Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
- Have a strong Customer relationship as well as an effective internal network to ensure customer retention.
- Ensure the follow up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldlines Problem to resolution processes.
Your day-to-day responsibilities include
Service Level Management
- Ensure High quality Services.
- Contractual SLA Service Level Objective (SLO) expertise.
- Monthly internal dashboard reporting (SLA/SLO Fulfilment).
- Continuous Monitoring SLA/SLO performance and compliance.
- Provide detailed SLO reporting to customer as part of SLA on demand or via standard push reporting. Quality and Continuous.
Improvement
- Coordinate and report to both Customer & Internal Stakeholders on SLO Breach Root Cause Analysis (RCA).
- Identify structural issues proactively analyse and ensure implementation of improvements.
- Keep track and report on your customers issues to relevant stakeholders and ensure full & effective resolution.
- Monitor tickets and ensure escalation when needed.
- Customer escalations/ complaints: own lead follow up and ensure fast involvement of Management via Official Escalation Process.
- Capture results of NPS Tactical & Weather CSAT and take appropriate actions.
Customer Relationship
- Build and maintain strong operational customer relation.
- Build and maintain strong internal network and support actively Business Projects with Sales Customer Services and other departments.
- Manage on time implementations and/or roll outs (Controlling project schedule risks scope of work financial awareness.
- Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms Business products and processes and get knowledgeable for assigned customer queries.
Operational Excellence
- Actively provides relevant input in problem solving activities and implements agreed solutions.
- Searches and suggests areas for process improvements in their respective field of responsibility.
- Contributes actively to the departments/teams SLA.
- Build strong relationships with your team and other internal stakeholders to ensure that you can grow your knowledge and confidence as well as to help you resolve customer request with highest service quality in the most efficient way.
Signs of success
As a successful hire you support and accelerate our companys revenue growth by doing what you do best: deploying operational excellence and leading team objectives that aligns with our commercial objectives. Through collaboration with other departments in the business you will build our reputation as a trusted partner and thought leader in the online payment space.
- You are B2B client oriented and have a positive pro-active professional attitude
- You love working together in a team to come up with the perfect solution to every challenge
- You have excellent people project and time management skills
- You are willing and able to gain a good functional understanding of operational flow
- You go the extra mile if needed no 9-5 mentality
- Strong stakeholder management
- You have excellent communication skills and you know how to make a merchant value the relationship with Worldline
- You feel very passionate about communication & taking care of customers
Skills we cant do without:
- Minimum Bachelor-level or equivalent by work experience
- Payments/fintech industry experience is a pre
- 1 to 3 years working experience in a comparable role
- Fluent communication skills in Dutch and English both verbal and written
- Salesforce experience is preferred
- A strong communicator and team player with strong technical affinity and understanding
Skills wed like:
It would be great if you have the following skills too:
- Payments/fintech industry experience is a plus
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Required Experience:
Manager
Employment Type
Full-Time
