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 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.

Purpose

Client Advocacys mission is to deliver differentiated experiences that literally make our clients 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 Client Advocate 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 Integrateds general portfolio. This is accomplished through proactive engagement and connecting the value of our integrated solutions to the success of their business. By demonstrating strong skills in the areas of empathy negotiation interpersonal communication and problem solving skills; we will maintain long term client relations with the existing customer base while reducing attrition and increasing revenue.

The Client Advocate will research complex issues to identify root cause 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 client feedback within each market.

Essential Duties

Proactively Reach Out and Retain At-Risk Clients

• Use of various CRMs -Salesforce Netsuite etc. internal tools and programs to help aid our clients and their accounts

• Resolution may involve investigation into clients support history or needs analysis based on clients business needs

• Report on client interactions to drive key learnings for management and the company

• Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business

• Maintain relationships with prior clients to help service their accounts when necessary

• Address escalations that impact the client continuing to work with the company

• Responding to NPS feedback to effectively resolve client concerns

• Reaching out to new accounts to train and educate on the complexities integrated processing

Handle-High Volume and High-Risk Pricing Reviews

• Have value driven and relationship building conversations with clients while addressing pricing needs

• Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts

• Negotiate with clients to establish a pricing plan both our company and their business can successfully continue with

• Educate and answer client questions in regards to pricing structures rates fees interchange and statements

• Negotiate contract extensions when pricing adjustments are need through the use of Addendums

Business Partner Escalations and Client Experience Campaigns

• Effective handling of at-risk client escalations shared through our mutual business Partner relationships

• Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions

• Responds to inbound IM phone and email inquiries from internal departments clients and partners regarding the use of Global Payments Integrated products and services

• Acts as central point of contact to high-profile clients as needed

• Maintain ongoing client relationships and account management as needed

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

• Bachelors Degree

• 1 Year in the Credit Card Industry

• 1 years of account management or sales

Competencies

• GSuite Gmail

• Excel

• Microsoft

• Netsuite

• 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: 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 .