Customer Success Manager in Edinburgh

This is Worldline. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks, we are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers.

The Opportunity

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Customer Success Manager, then get ready to join our company!

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement and customer experience. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

Day-to-Day Responsibilities

• You lead and have accountability for the end-to-end service and experience of a portfolio of customers.
• You review, manage and report deviations to SLAs including development of any service improvement plans and co-ordination of incidents and root cause analysis.
• You lead and co-ordinate necessary service improvement actions and own the improvement plan, including regularly reviewing with the customer and bringing the necessary technical or senior input into the process.
• You coordinate and report on root cause analysis for major incidents and report back to the Customer and internal senior stakeholders in a timely manner.
• You report on and track problems and issues relevant to your customers and present timely and insightful updates to relevant stakeholders, driving forward continuous improvement activity to ensure problems and issues are fully and effectively resolved.
• You chair regular monthly service reviews, record and track actions, and report performance to the customer’s Service Manager and facilitate a common review against agreed service levels.
• You lead any in-life change requests on the services coordinating the impact assessment and implementation of such changes into the Worldline organisation.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You have sophisticated skills in analysing complex data to produce succinct information appropriate for its audience.
• You have strong and proven experience in relationship management, problem solving and communicating (written & oral) effectively with internal and external stakeholders at all levels.
• You have proven experience in building excellent relationships with senior executives.
• You possess a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize and analyze data in a structured manner.
• You pride yourself on your excellent organisational skills required to manage end to end service processes.
• You have the attitude and ability to be flexible and work to the changing priorities demanded by the customer requirements.
• You are easily able to move between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions.
• You have proven experience managing customer escalations, displaying sensitivity towards customers while protecting Worldline interests.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Have 30 days holiday + 4 bank holidays.
• Have employee private medical cover, access to a virtual GP service.
• Access to discounts and cash backs on shopping.
• Purchase a range of flexible benefits through salary sacrifice.
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme.
• Have Pension – the company will match contributions up to 10%.

Application Process

We will endeavour to respond to all applicants within 7 working days. If selected, you can expect a screening interview with a recruiter and if moving to the next stage, there will be an interview with a Line Manager.

Shape the evolution. We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com.

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.