Customer Success Manager

Global Payment Holding Company • Long Beach, PA

4h

About The Position

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 1,300 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 of This Role The Customer Experience Manager will own, manage and develop the Global Payments Customer Experience strategy. Working with executive leaders across the segments and leadership within each segment, this role focuses heavily on generating the Customer Experience initiatives through research, insight, ongoing measurement and drive to continuously elevate our customers’ experience. Design and implement strategic objectives to meet the Global Payments’ goal to move from a business model based on institutional demand to customer/client demand, with an emphasis on continuous improvement for the end to end customer experience. Primary focus would be to improve the experiences customers have with Global Payments, with the goal of increasing customer loyalty, satisfaction and increasing existing client revenue, which will drive additional revenue growth for the organization.

Requirements

• Minimum Qualifications
• Bachelor's Degree
• Typically Minimum 6 Years Relevant Exp
• Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept/peer review).
• Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Builds on/Maintains external relationships of assigned accounts.
• Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
• Ability to influence - Ability to affect others to support, accept and/or commitment
• Communication /Presentation skills - Ability to effectively communicate both verbally and in writing. Ability to develop and conduct presentations to both internal and external audiences of varying sizes.
• Thought Leadership - Ability to communicate a compelling and inspired vision and motivate others to action.

Nice To Haves

• Preferred Qualifications
• Experience with customer journey mapping.

Responsibilities

• Assist with developing and implementing an enterprise-wide Customer Experience strategy.
• Understands and monitors industry trends and how they relate to our industry.
• Supports the design and execution of the enterprise-wide program of core Customer Experience behaviors that result in customer-centric performance. These include programs to monitor and incentivize the application of Customer Experience behaviors at enterprise, business unit and team member level.
• Assists with creating and supporting ongoing communications internally and externally regarding our Customer Experience Strategy.
• Provides support to the lines of business to educate team members on customer experience concepts, value proposition and processes.
• Assists with alignment sessions with our customers regarding their Customer Experience goals to drive their brand recognition and organic growth.
• Participates and may coordinate Global Payments activities regarding the management of customer insights gained through collaboration. Gaps are assigned owners and are effectively addressed.
• Assists with efforts on cross-business best practice sharing and shared customer insights.
• Helps to ensure that team members are informed and engaged in Customer Experience efforts.
• Assists with reviewing feedback measures regarding effectiveness of communications and level of employee engagement of the Client Experience.
• Administers programs to publically recognize success.
• Assist in the development and execution of the Customer Experience training curriculum.
• Assists with researching, implementing and the administration of a Customer Experience technology.
• Collect data and produce metrics which support the Customer Experience program.
• Executes a continuous improvement process which includes feedback tools to ensure that customer feedback is evaluated and if improvement is appropriate.
• Recommends process improvements regarding the Customer Experience program.

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: https://jobs.globalpayments.com/en/why-global-payments/benefits/

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level