Enterprise Implementation Specialist
Enterprise Implementation Specialist
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Job Description
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 1300 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.
Summary:
The Enterprise Implementation Specialist is responsible for providing professional and timely service to our Enterprise customers in order to maximize client satisfaction. This position interacts with all levels within the organization to achieve results for their clients. The Enterprise Implementation Specialist will coordinate and schedule account reviews for their respective accounts and take a proactive approach with client follow-up. This position requires professional conversations with clients daily regarding general or complex questions and/or system problems. As such the representative needs to be responsive proficient and reflexive in any work they perform for their clients. It is imperative the Enterprise Implementation Specialist is approachable consistent and forward thinking to address the clients ongoing issues and future needs.
Essential Duties and Responsibilities
Provides world-class remote and onsite training to enterprise customers
Applies a consultative approach to software implementation projects to ensure the solution meets the business need
Assists Project Managers in coordinating long complex projects
Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.
Trains support teams on details of each enterprise account
Understands and partners with foodservice operations to improve efficiency
Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry
Resolves complex support issues for enterprise accounts
Responds to customer concerns complaints or inquiries in a timely professional and responsive manner.
Collaborates with Tier 3 Product R&D and leadership to implement and support customers
Creates requirements for submit and manage the life of enhancement requests for customers
Able to negotiate alternatives knows when to escalate a problem or when to ask for assistance in dealing with the various problems reported.
Highly qualified in problem-solving troubleshooting and customer service skills
Professional presence with a calm patient listening demeanor that can thrive in high-stress environments
Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques.
Establishes and maintains good working relationships with school district food service personnel school district IT representatives and technical consultants internal first level personnel peers internal software developers internal quality assurance personnel and internal sales personnel.
Must employ clear concise and grammatically correct verbal and written communication skills as well as apply professional customer service skills during all interactions with customers.
Installs software and hardware both remote and at customers sites
Follows internal escalation path involving other departments when needed documenting each call for ease of escalation.
Facilitates and administers training as necessary at various company-sponsored training seminars; develops associated training curriculum and materials.
Performs and conducts periodic meetings and on-site visits to resolve issues. Thoroughly documents interactions to assist with senior-level management district evaluations.
Maintains hyper-focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer.
60% travel required
Qualifications
Experience and Education
Bachelorsdegree preferred and/or ten years of related customer or client service experience
Strong communication marketing and customer service skills to effectively resolve client concerns and promoteproduct usage
Problem-solving time-management and organizational abilities are also required to efficiently resolve client concerns
Strong technical knowledge of PC hardware and software including standard operating systems basic network usability and spreadsheet software is necessary. Ongoing education is necessary to stay abreast of current technology
Ability to be goal- and detail-oriented persistent and motivated possess high level of initiative excellent oral and written communication skills superb analytical and methodical problem-solving skills ability to handle stressful situations meet deadlines work well in team environments and carry out responsibilities with no or minimal supervision
Handling client communications and conflict resolution providing two-way communication between client and organization communicating clients expectations goals and interests to the team researching and creating tools for account growth and reviewing all major deliverables among others
Language Skills
Ability to read analyze and interpret financial reports and DOE documents
Ability to respond to common inquiries or complaints from customers and regulatory agencies
Ability to effectively present information to top management
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: 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.
$65000 - $70000
The above represents the expected (select: salary or hourly) range for this job requisition. Ultimately in determining your pay well consider your location experience and other job-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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
