Senior Customer Success Manager
2 hours ago
The Global Accounts Customer Success Manager (CSM) position is a critical component of the Global Merchant Services organization, focused on the Global Accounts segment. The Global Accounts CSM is responsible for maintaining and strengthening the Global Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with Account Executives to drive business.
The Global Accounts Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities, working closely in partnership with Account Executives.
With the ability to be a trusted advisor and strategic thought partner to merchants, the Global Accounts CSM will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value.
The Global Accounts CSM may be called upon to facilitate technical support and/or to provide training on products and tools. They may also help customers plan and understand the best ways to utilize their software or products based on the customer's business needs or business plans.
The CSM will commit to providing value at every interaction, serve as the focal
point for all information and communication on critical operational issues, and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues).
This role will require close coordination with a wide range of teams, including Sales, Account Executives, Professional Services, Product, Sales Support, Business Development and Operations departments.
Job Description:
- Develop and maintain relationship with merchant to drive organic revenue growth through effective communication
- Partner with merchant to develop strategy, build trust and demonstrate value of our products
- Proactively deliver value to merchants through ongoing use and optimization of existing products
- Manage portfolio growth; prevent churn and decline and identify opportunities for inorganic growth
- Uncover and address servicing roadblocks and manage merchant health; manage and coordinate support teams to complete servicing activities
- Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs
- Monitor and ensure quality of integration and parity; initiate/manage transitions to latest integrations
- Identify and lead projects for the organization.
- Manage escalation on behalf of the merchant account portfolio.
- Represent the voice of the customer to internal organizations.
- Serve as the product consultant and subject matter expert on processes, procedures, and policies during the term of the relationship
- Train and educate merchants on products and features
Skills & Experience:
- Payments experience
- Relationship managements experience
- Project Manager
- 10 yrs of relationship managements experience with fortune 500 companies
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