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Customer Success Manager
Date posted 02/04/ | Location Edinburgh, United Kingdom | Company Worldline
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 worldwide, from local coffee shops to unicorns and international banks, across every corner of the globe. We are committed to helping our customers accelerate their business and our people’s careers.
The Opportunity
At Worldline, we address persistent challenges in the payment industry by designing and operating leading digital payment and transactional solutions that promote sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Customer Success Manager, we invite you to join our team.
We value hardworking and dedicated colleagues who strive for continuous improvement and excellent customer experience. We are looking for an organized, innovative, and process-driven professional to enhance our team.
Day-to-Day Responsibilities
1. Lead and be accountable for the end-to-end service and experience of a customer portfolio.
2. Review, manage, and report deviations to SLAs, including developing service improvement plans and coordinating incidents and root cause analysis.
3. Coordinate and implement service improvement actions, regularly review with customers, and involve technical or senior input as needed.
4. Conduct and report on root cause analysis for major incidents, providing timely updates to customers and stakeholders.
5. Track problems and issues, provide updates, and drive continuous improvement activities.
6. Chair monthly service reviews, record actions, and report performance to the customer’s Service Manager.
7. Manage in-life change requests, assessing impacts and coordinating their implementation into the organization.
Who Are We Looking For
We seek big thinkers with passion, a can-do attitude, and a desire to learn and grow. The ideal candidate will have:
1. Advanced skills in analyzing complex data and communicating insights effectively.
2. Proven experience in relationship management, problem-solving, and stakeholder communication.
3. Experience in building relationships with senior executives.
4. Good knowledge of Excel and other Windows programs, with data organization and analysis skills.
5. Excellent organizational skills to manage end-to-end service processes.
6. Flexibility and adaptability to changing customer priorities.
7. The ability to understand and explain complex issues, balancing detail and big picture.
8. Experience managing customer escalations with sensitivity while protecting company interests.
Perks & Benefits
At Worldline, you will be at the forefront of the global payments industry and help shape the future of payments. Benefits include:
* Recognition as one of the top 1% most sustainable companies worldwide.
* Opportunities to learn, grow, and accelerate your career with inspiring colleagues.
* 30 days holiday plus 4 bank holidays.
* Private medical cover and virtual GP services.
* Discounts and cashback offers on shopping.
* Flexible benefits via salary sacrifice.
* Life assurance (1x salary or 4x if in pension scheme).
* Company-matched pension contributions up to 10%.
Application Process
We aim to respond within 7 working days. Selected candidates will have a screening interview, followed by an interview with a Line Manager if progressing.
Shape the Evolution
Join us on an exciting journey into the future of payments technology. Collaborate with ambitious colleagues worldwide, take on unique challenges, and make a societal impact. Our culture, technology, and training opportunities are designed to help you accelerate your career and shape your future.
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