Customer Success Manager I

hace 1 semana

Región Metropolitana de Santiago Chile Global Payments Inc. A tiempo completo

Customer Success Manager I – Global Payments Inc. Join to apply for the Customer Success Manager I role at Global Payments Inc. Description The role focuses on proactively engaging clients to ensure successful adoption and retention. Responsibilities include outreach, troubleshooting, and collaboration with cross‑functional teams to deliver value and drive customer satisfaction. Essential Duties Proactive Outreach Reach out to clients to engage, build relationships, and confirm they have the training and tools required for success during the Welcome Call process. Contact recently installed clients who have not started processing; work to resolve issues and drive them through the Drive‑to‑Live process. Engage clients who respond to RBS surveys with detractor or passive scores to address concerns and improve satisfaction. Proactively Reach Out and Retain At‑Risk Clients (Retention) Serve as the primary point of contact for assigned clients, ensuring a positive experience. Proactively assess satisfaction and identify potential issues before they escalates. Analyze customer feedback, usage data, and behavior to detect churn risks and take appropriate action. Collaborate with internal teams (support, sales, product, marketing, etc.) to resolve concerns and align on client needs. Advocate for client needs to drive product or service enhancements, and track retention metrics. Use CRM tools (Salesforce, etc.) and internal programs to manage client accounts. Investigate support history or perform needs analysis to resolve escalations, keeping clients informed. Document client concerns, subcategories, outcomes, and comments accurately in internal systems. Maintain open, professional communication with clients by phone or email, even with reluctant clients. Respond to NPS feedback and train new accounts on processing complexities. Identify upsell or cross‑sell opportunities with the sales team. Client Support Functions Respond to inbound IM, phone, and email inquiries from internal departments. Respond to clients and partner calls as needed. Act as the central point of contact for high‑profile clients. Maintain ongoing client relationships and account management. Master internal systems and tools for recording, tracking, and closing cases with accuracy. Required Qualifications 1+ year(s) experience in client success, account management, retention, or customer service. Strong communication, listening, and interpersonal skills. Demonstrated problem‑solving skills and emotional intelligence. Ability to analyze data, draw insights, and drive client engagement. Detail‑oriented with strong organizational and follow‑up skills. Ability to learn new technologies quickly. Self‑starter with high verbal and written communication proficiency. Bachelor’s Degree or equivalent training and experience. Preferred Qualifications 1+ year(s) in the credit card industry. 1+ year(s) of account management or sales experience. Strong leadership skills. Experience in a finance environment a plus. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Financial Services IT Services & IT Consulting Location: Santiago, Santiago Metropolitan Region, Chile #J-18808-Ljbffr

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