Senior Customer 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.

Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and 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 businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more.

We are looking for an organized, analytical and empathetic Senior CSM 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.

Key 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 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 helping 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

• Transfer customers’ demands 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

Key Requirements:

• Master’s degree or equivalent experience

• You have 3-5 years of experience in customer success (in SaaS companies or Tech startups preferably)

• Strong written and verbal communication skills

• Detail oriented, analytical and creative thinker

• Demonstrated ability to increase customer satisfaction

• Perfect English skills

• Another European language is a plus

• Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus

The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows 12.30pm to 10.00pm and 3.30pm to 1.00am.

In addition to a competitive salary, you’ll have access to an excellent benefits package, including:

• 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 an amazing views on JLT park and 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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].