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 Ireland, for BOIPA and Global Payments, across all payment channels
A senior manager, customer success would 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 FTE and Hybrid, expected to be able to commute into the office, once a week and to meet merchants face to face frequently.
DUTIES AND RESPONSIBILITIES
- We love to empower people; you'll directly manage and oversee all Irish Enterprise merchants, across BOIPA and Global Payments and be accountable for the retention and growth of their business.
- Take ownership of delivering success to our enterprise and strategic customers. By being proactive you will help our customers get the most value from their partnership with us through understanding and adopting new products and services as well as delivering customer success in the form of insights to ensure they meet their revenue targets.
- Work closely with our customers through regular review meetings with key stakeholders and influencers to understand what success means to them and how our products and services underpin that success and aid our goal of growing revenue, retaining and creating customer advocates
- Build merchant plans that mirror our customers priorities; the plans would drive, measure and deliver the required outcomes
- This is a commercial role, and we'll expect the candidate to protect and grow revenue through relevant up- and cross-selling, to ultimately increase the net revenue by merchant.
- Our culture is delivery and execution oriented; creating, developing and owning Account Plans for each Enterprise customer under management to ensure all customers can benefit from Global Payments' latest technology suite will be central to your role.
- We love to tackle big problems; you'll 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, ensuring appropriate prioritisation to maximise customer satisfaction.
- Be accountable for the Enterprise Customer Relationships team delivering on its financial contribution commitments. Being data drive and highly numerate is critical for this role; taking informed data led decisions to inform and influence internal and external stakeholders
- Collaborate effectively with the New Business Sales teams to understand the pipeline and manage onboarding for new Enterprise and Strategic Customers, including RFP's and tender responses. Enterprise Customer Success is something we are very proud of and want to resonate with the customer
COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)
- Proven experience (minimum of 7-10 years) in a Customer Success or Account Management role 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.
- 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
- Demonstrable ability to respond to high-impact customer/product escalations in a way that ultimately drives customer loyalty and advocacy
- Experience of engaging with and developing positive and productive relationships with stakeholders preferably at C-Suite level
- 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 10+ years of experience in the payments industry or a customer success role in another technology-related industry.
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