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Global Payments Inc. · 1 day ago

Customer Success Manager

Oklahoma City, OK

Full-time

Onsite

Mid Level

Global Payments Inc. is focused on serving entrepreneurs by enhancing customer experiences and fostering profitable relationships. The Customer Success Manager is responsible for client relationship cultivation and retention, ensuring the profitability of accounts while achieving retention metrics.

AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments

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

Qualification

Client relationship managementRetention metrics achievementRate analysisSalesforce proficiencyConsultative negotiationServiceProactive outreachTeam collaboration

Required