Customer Success Manager
About The Position
Global Payments is a company that enables millions of people to move money using payment solutions for credit, debit, prepaid, and merchant services. Their worldwide team supports over 3 million companies, 1,300 financial institutions, and 600 million cardholders. The Customer Success Analyst/Client Manager role focuses on cultivating and retaining client relationships to ensure mutually profitable outcomes. This involves reducing year-over-year attrition within a defined portfolio of Global Payments POS relationships, collaborating with strategic partners, interpreting competitor information, and negotiating with clients to maximize revenue potential. The role also requires responding to various client requests, staying updated on products and industry changes, identifying new product offerings, proactive client outreach, managing complaints, ensuring customer satisfaction, identifying attrition triggers, and maintaining compliance standards for client interactions.
Responsibilities
- Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs
- Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships
- Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio
- Interprets competitor statements/quotes and performs rate analysis
- Negotiates directly with clients using consultative conversation to retain account and maximize revenue potential
- Responds quickly and effectively to all requests for account review, rate analysis, product information, account terminations, reimbursements, etc. whether from internal or external customers
- Stays current on Global Payments POS products, services and important industry changes in order to assign appropriate solutions to client requests
- Identifies product offerings for existing clients
- Places proactive outreach to newly assigned accounts to establish a relationship
- Answers inbound calls from customers and resolves inquiry
- Manages and resolves client complaints, providing excellent service and follow-up
- Ensures alignment with sales or service teams to ensure customer satisfaction
- Identifies triggers for attrition and can represent the current status of attrition in the defined portfolio to leadership
- Recommends solutions to clients, teammates and leadership
- Maintains compliance standards for Salesforce records and detailed documentation of client status and interactions
- Display a commitment to receive necessary coaching for continuous improvement and team development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
