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.
Como is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue, build strong relationships with their clients, know them better, and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size business. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and much more.
We are looking for an organized, analytical and empathetic Senior CSM, who is fluent in Spanish and English with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.
Customer Success Manager Responsibilities:
Customer Onboarding and Relationship Management:
Take in charge Mid to Large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the client
Own the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contact
Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and help them defining and setting-up their loyalty in the product back-end
Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution
Raise customers’ requests to the Support team when it comes to tech/integration related issues
Escalate relevant situations to Managers in a timely manner
Customer Success and Retention:
Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed
Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives
Develop and execute success plans tailored to each customer’s goals and objectives throughout the client lifetime and based on KPIs analysis
Identify opportunities for upselling additional features, services or high-tier plans to existing customers
Management and Mentorship:
Act as a Mentor to Junior CSM and a go to person for technical or process related questions
Handle efficiently escalations and retention calls
Oversee internal initiatives and own the delivery
Customer Success Manager Requirements:
Strong written and verbal communication skills both in Spanish and English
Master’s degree or equivalent experience
3-5 years of experience in customer success (in SaaS companies or Tech startups preferably)
Detail oriented, analytical and creative thinker
Demonstrated ability to increase customer satisfaction
Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus
The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows 12.30pm to 10.00pm.
In addition to a competitive salary, you’ll have access to an excellent benefits package, including:
- Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
- A positive, productive, and energetic work environment!
- 25 days annual holiday
- Global career progression opportunities
- Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
- Office with amazing views on JLT park, lake and Dubai Marina
- Exciting team-building activities
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 jobs@globalpay.com.