Client 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. 

TouchNet unifies campuswide payments and ID management software solutions for more than 1,000 colleges and universities worldwide. Institutions of higher learning rely on TouchNet to integrate and secure payments, permissions, and other related business transactions for a comprehensive, actionable view campuswide. Bring your expertise and join our growing team to help simplify the business of higher education. We are looking for a TouchNet product power user to join us as a Client Success Manager, to train, support, and help our clients be more successful while using our TouchNet products!

As our Client Success Manager, you will develop client relationships and understanding of client business and product solutions 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 the primary point of client contact, for a designated client group, to coordinate resolution of service incidents and escalation of technical issues. Collaborates with client service teams, product and sales to demonstrate value of support offering to clients and identify opportunities for expanded support business.

What Part Will You Play?

• Is responsible and accountable for the totality of client relationship for assigned accounts; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit. Participates in and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Is responsible for ensuring tactical initiatives are implemented successfully.

• Participates in and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Is responsible for ensuring tactical initiatives are implemented successfully. 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 for them, identifying product support and development needs and communicating needs internally. (Client Management)

• Maintains long-term relationships with clients. Ensures understanding of the 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. Identifies new product services based on strategic direction of the client's business. (Client Management)

• Acts as a primary point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership. (Client Management)

• Provides quality service and operational performance within the parameters of the client's projects and service delivery standards. (Client Management)

• For the North America segment, supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. For the International Segment, owns the organization and delivery of client business reviews. Aligns client's needs with internal solutions. Manages 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 un