Senior Customer Success Manager, Utility

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.

About the role:

The Sr Customer Success Manager Utility will be responsible for empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful you must have an in-depth knowledge of company products services partner integrations client business practices and possess effective communication skills with a genuine desire to help others.

What youll do here:

• Proactively manage a portfolio of customers utilizing Utility Expense Management and/or Resident Billing
• Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees regular visits reports events
• Coordinate small internal customer projects
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Proactively identify and escalate at risk clients and product issues
• Conduct quarterly business reviews with assigned clients.
• Serve as a subject matter expert for Utility Expense Management and Resident Billing Services
• Ensure customer goals and objectives are met and deliver regular portfolio performance reporting
• Research and assist with resolution of performance issues
• Assist customers with general inquiries and initial research and escalate as necessary
• Ensure 95% call to action compliance.
• Provide a high level of actionable insight and data analysis to provide value for our customers.
• Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
• Participate in POD and attend Sprint review meetings .
• Accurately documents and updates client records support notes and interactions within the various software systems (Salesforce Jira etc).
• Consistently meets personal/team goals and quotas.
• Develop and manage a book of clients from CSA covered segments
• Mediate between clients and the organization.

About you:

• 8 year experience in a Customer Success or Account Management role
• Proven track record of success
• Experience with Salesforce (or other comparable CRMs) support ticketing software systems and best practices.
• Proven ability to work in a fast paced team centered work environment
• Prior experience in Multifamily Utility Expense Management and Resident Billing
• Technical aptitude and ability to identify alternative solutions to customer issues.
• Ability to handle multiple critical high priority issues with a sense of urgency .
• Proficiency with Google Suite Products.
• Excellent communication verbal written interpersonal with strong active listening skills.
• Detail-oriented and dependable with a positive and inquisitive attitude.
• Ability to multitask prioritize and collaborate
• Exhibit a high degree of self-motivation drive and a proactive nature.
  

Bonus points if you have:

• Bachelors degree or higher
• Real Estate or PropTech industry experience

$85000 -$95000

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

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.

This position is eligible to be considered for remote hiring anywhere in the USA.

#LI-Remote

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 .