Senior Customer Success Manager
About the company
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.
About Como
Como is the pioneer of data-driven customer engagement and loyalty solutions. Como helps F&B and retail businesses increase their revenue, build strong relationships with their clients, know them better, and keep them coming back. Como's turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size business. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and much more.
Position overview
We are looking for an organized, analytical and empathetic Senior Customer Success Manager, who is fluent in English and an additional language (Spanish/English) with great relational and communicational skills to guide clients to success. This candidate will be passionate about tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.
Senior Customer Success Manager Responsibilities
Customer onboarding and relationship management:
Take in charge mid to large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the client
Own the overall relationship with assigned clients after the sales representative has signed the client and maintain strong, long-term relationships with customers, acting as their main point of contact
Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and help them define and set up their loyalty in the product back-end
Ensure customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution
Configure, test, and maintain customer loyalty programs in the platform, including loyalty rules, rewards, campaigns, tiers, and other program settings, ensuring they align with the customer's business objectives
Raise customers' requests to the support team when it comes to tech/integration related issues
Escalate relevant situations to managers in a timely manner
Customer success and retention:
Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed
Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives
Develop and execute success plans tailored to each customer's goals and objectives throughout the client lifetime and based on KPIs analysis
Identify opportunities for upselling additional features, services or high-tier plans to existing customers
Management and mentorship:
Act as a mentor to junior CSM and a go-to person for technical or process related questions
Handle efficiently escalations and retention calls
Oversee internal initiatives and own the delivery
Senior Customer Success Manager Requirements
Strong written and verbal communication skills in English, as well as in Spanish/French
Master's degree or equivalent experience
3-5 years of experience in customer success, customer onboarding, implementation/account management, preferably in a SaaS company or technology startup
Comfortable configuring software platforms and learning new systems quickly
Excellent written and verbal communication skills in English
Proficiency in Spanish, French, or another European language is a strong advantage
Detail-oriented, analytical, and solution-oriented, with strong problem-solving skills
Demonstrated ability to build strong customer relationships, drive customer satisfaction, and support customer retention
Experience in the F&B or retail industries and familiarity with customer engagement or loyalty solutions are a plus
The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows: 12:30 pm to 10:00 pm.
Benefits
Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
A positive, productive, and energetic work environment
25 days annual holiday
Global career progression opportunities
Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
Office with amazing views on JLT park, lake and Dubai Marina
Exciting team-building activities
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.