Senior 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 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. 

#LI-Hybrid

This position is not eligible for referral bonus

Summary of This Role

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

What Part Will You Play?

• Is responsible and accountable for totality of client relationship; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit. Leads, directs, oversees and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. On call 24 hours a day, 7 days a week, and responds appropriately to ensure Global Payments support groups respond and react accordingly and with empathy to the client impact. Update client business groups as necessary during and after severity one incidents. Required to carry a cell phone and travel to client site(s) as necessary. (Client Management)
• Supports the client by acting as the voice of the customer and identifying product support and development needs. Champions the client's needs and leads communications internally and ensures client needs are prioritized. (Client Management)
• Leads and ensures retention and maintenance of long-term relationships with clients based on strategic direction of client's business. Ensures understanding of the client business and product installations to identify new product or service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. (Client Management)
• Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues that pose substantial regulatory or financial impacts. (Client Management)
• Leads quality reviews and monitors operational performance to ensure service delivery is within the parameters of the client's projects and service delivery standards. (Client Management)
• Represents the client in the Client Business Review from a strategic direction based on experience and trends. Aligns client's needs with internal solutions. Owns, directs and ensures of the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. (Client Management)
• Is responsible and accountable for the accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt. (Client Management)
• Accountable for the negotiation and settlement of any direct loss claims or billing disputes. (Client Management)
• Ensures revenue targets for new and existing accounts are met. The North America segment collaborates with internal stakeholders to identify, create and deliver the successful closure of cross sell opportunities of Global Payments and partner products and services. Extends Global Payments revenue and footprint with the client to meet individual account revenue and strategic growth targets. Tracks and reports performance