Senior Customer Success Manager

Global Payments Inc.

We are looking for an organized, analytical and empathetic Senior CSM, who is fluent in Spanish and 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.

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 a 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 defining and setting-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
• 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