Manager of Customer Success, Americas (3378)

About GBG

GBG offers a range of solutions that help organizations quickly validate and verify the identity and location of their customers. Our market-leading technology, data, and expertise help our customers improve digital access, deliver a seamless experience and establish trust so that they can transact quickly, safely, and securely with their customers online. We have over 1,000 team members across 15 countries and work with over 20,000 customers in over 70 countries. Some of the world's best-known businesses rely on GBG to provide digital services and keep the economy moving.

The Role

Reporting directly to the Vice President of Customer Success, you will build and lead the customer success team, which includes the Customer Success Managers and Customer Support Team members. In this role fostering collaboration with the Fraud, Implementations, and Sales teams to drive customer loyalty and retention while making recommendations to improve the customer experience and drive revenue are essential to your success in this role. In addition to handling and resolving all client escalations, Onboarding and training new employees, and leading continuing education and professional development of the Customer Success Team.

What you will do

• Lead and manage the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Build and lead a world-class team:
  • Recruit and develop a high-performing team
  • Coordinate and/or conduct employee training
  • Institute and perform 30/60/90 - day meetings and set performance goals for new employees. Lead Product Demo
  • Assign be/developed quarterly professional development courses to assist in the growth of each team member.
  • Drive operational practices and metrics to track the performance of the Customer Success Team and align their efforts to the mission and vision of the company goals.
  • Foster collaboration and integration of positive communication with other departments.
  • Design and maintain an internal mentoring program to improve employee retention
• Escalation point-of-contact to resolve any outstanding client concerns in a timely manner
• Conduct weekly team meetings and act as the conduit for company communications to all department employees.
• Support and provide ongoing performance metrics of the Customer Success team to the VP of Customer Success
• Proactively review potential at-risk clients to reduce churn by reviewing daily ad hoc reports and by fostering a close relationship with clients
• Utilize deep product and industry knowledge while serving as a cross-functional leader. Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Assist with the presentation of Quarterly Business Reviews of strategic accounts to ensure proper data analysis and recommendations will be presented to the client
• Responsible for ensuring outreach to all strategic accounts monthly has been performed
• Partner with the Product and Marketing teams to support and /or lead Product Webinars
• Execution of personnel actions with HR, such as hiring, evaluations, promotions, disciplinary actions, and terminations.

Requirements

• Proficient level of team management experience along with relevant experience as a service manager working with large customer accounts
• Experience writing customer reports, presenting Quarterly Business Reviews, and proficiency in technical dealings with customers over the phone and in meetings
• Experience with technologies associated with networks, infrastructure, operating systems, databases, and application
• Experience in effectively working and collaborating across different organizational units internally and externally
• Telecommunications and/or Payment industry experience preferred
• Experience working with presenting and communicating to C level Executives
• Tableau experience
• Software Experience, preferred

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next steps

If you're interested, please apply! We're looking to hire the best and most engaged people into our business and we'll make an offer once we've found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender, race, religion, sexual orientation, parental status or disability. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.