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- Tasks: Manage customer relationships and ensure top-notch service delivery.
- Company: Join Worldline, a leader in digital payments with a global impact.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Why this job: Make a real difference in the world of commerce while developing your skills.
- Qualifications: Bachelor's degree or equivalent experience; fluent in Dutch and English.
- Other info: Ideal for those passionate about customer success and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life.
Our mission is to inspire and connect businesses in the new world of commerce to exceed the expectations of their customers. To contribute to the mission of our Enterprise Accounts, the Customer Success Manager provides a seamless customer experience at each step of the customer journey, based on portfolio knowledge and customer needs.
To succeed in this function, you will implement interactions with our customers in various stages of their relationship with us; establish best practices, continuously work on improving the quality of service delivery and measure customer satisfaction.
You will be part of the customer success managers team servicing our Enterprise accounts in the Merchants Services business line covering the Retail segment.
Main Objectives:- Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
- Have a strong Customer relationship as well as an effective internal network to ensure customer retention.
- Ensure the follow up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldline's Problem to resolution processes.
- Service Level Management: Ensure High quality Services, Contractual SLA, Service Level Objective (SLO) expertise, Monthly internal dashboard reporting (SLA/SLO Fulfilment), Continuous Monitoring SLA/SLO performance and compliance.
- Quality and Continuous Improvement: Coordinate and report to both Customer & Internal Stakeholders, on SLO Breach Root Cause Analysis (RCA), Identify structural issues proactively, analyse and ensure implementation of improvements.
- Customer Relationship: Build and maintain strong operational customer relation, Manage implementations and/or roll outs.
- Operational Excellence: Actively provides relevant input in problem solving activities and implements agreed solutions.
As a successful hire, you support and accelerate our company's revenue growth by deploying operational excellence and leading team objectives that align with our commercial objectives. You are B2B client oriented and have a positive pro-active professional attitude.
Skills We Can't Do Without:- Minimum Bachelor-level or equivalent by work experience.
- Payments/fintech industry experience is a pre.
- 1 to 3 years working experience in a comparable role.
- Fluent communication skills in Dutch and English, both verbal and written.
- Salesforce experience is preferred.
- Payments/fintech industry experience is a plus.
Customer Success Manager employer: Worldline
Contact Detail:
Worldline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the payments and fintech industry. Understanding the latest trends and challenges in this sector will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Worldline on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a game-changer in your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlighting your experience with service level agreements (SLAs) and customer satisfaction metrics will show that you're ready to hit the ground running.
✨Tip Number 4
Brush up on your Salesforce skills if you have experience with it. Being able to demonstrate your proficiency with this tool can set you apart from other candidates and show that you're equipped to handle the technical aspects of the role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success management, particularly in the payments or fintech industry. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with Worldline's mission. Mention specific examples of how you've improved customer satisfaction or managed successful projects in the past.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of successful stakeholder management.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by providing examples of how you've handled customer escalations or implemented process improvements in previous roles. This will show your proactive approach to customer success.
How to prepare for a job interview at Worldline
✨Understand the Company and Its Mission
Before your interview, take some time to research Worldline and its mission in the digital payments space. Understanding their goals and how they aim to exceed customer expectations will help you align your answers with their values.
✨Showcase Your Customer Relationship Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed customer relationships, resolved issues, or improved customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Worldline values operational excellence and proactive problem-solving. Be ready to discuss specific instances where you've identified issues, implemented solutions, and contributed to process improvements in your previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle customer escalations and service level management. Think of relevant situations you've faced and how you navigated them, focusing on your communication and stakeholder management skills.