Enterprise Customer Success Manager (Maternity Cover) in London

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.

PURPOSE

This is an exciting opportunity to come and join our team of Enterprise Customer Success Managers and share the collective responsibility of growing our portfolio whilst driving world class retention for our Enterprise and Strategic customers across multiple verticals in the UK and across Europe across all payment channels. Enterprise customer success managers have the ability to engage with customers and internal stakeholders at every level and understand what success means to an Enterprise level merchant. We collaborate and enable their business to get the best possible return on their investment with our payments solutions that support and drive their growth strategy. This role is a 12 month Fixed Term Contract covering maternity leave. A full time remote role that will see the successful candidate supporting customers in the UK and Ireland.

DUTIES AND RESPONSIBILITIES

• A self starter, engaged, accountable and passionate individual with the ability to go above and beyond.
• Excellent verbal and written communication and presentation skills - the ability to listen, understand, influence and inspire.
• Experience of engaging with and developing positive and productive relationships with stakeholders preferably at C-Suite level.
• You’ll directly manage a number of large key Enterprise clients and be accountable for the retention and growth of their business.
• Take ownership of delivering success to our enterprise and strategic customers.
• Work closely with our customers through regular review meetings with key stakeholders and influencers to understand what success means to them.
• Build success plans that mirror our customers’ goals and drive, measure and review progress.
• This is a commercial role. Customer retention is key and we will expect you to drive revenue growth through cross-selling of our solutions and identifying new opportunities and revenue streams.
• Create, develop and own Account Plans for each Enterprise customer under management.
• Provide client consultancy to optimise processing behaviour and support making their job easier through our reporting and reconciliation tools.
• Collaborate across teams to coordinate customer product development requests.
• Be accountable for the Enterprise Customer Relationships team delivering on its financial contribution commitments.
• Have a deep understanding of your numbers, and use data to inform the decisions you make.

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)

• Proven experience in a Customer Success or Account Management role (minimum of 5 years) ideally within the payments industry or another technology-related industry.
• Capable of navigating customers through In-person solutions, Ecommerce Gateways and the End to End payment cycle.
• Comfortable speaking with Developers and Architects on consuming digital and API based payment services.
• Capacity to build multi-layered relationships with key enterprise client contacts.
• Proactive, energetic, accountable and passionate individual with the ability to go above and beyond.
• Demonstrable ability to respond to high-impact customer/product escalations in a way that ultimately drives customer loyalty and advocacy.
• Data driven and analytical in approach to commercials, pricing and contracting.
• Knowledgeable on Fintech trends including Card Acquiring, Card Schemes, Local Payment methods, Open Banking and the fast changing payments landscape.

QUALIFICATIONS

Degree level education or equivalent, and/or five years of experience in the payments industry or a customer success role in another technology-related industry.