Customer Success Manager I

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.

Essential Duties

Proactive Outreach

• Proactively reach out to clients to engage, build relationships, confirm they have the training and tools they need to be successful as part of our Welcome Call process
• Proactively reach out to recently installed clients that have not started processing. Work with them to resolve any issues and troubleshoot as needed. The result is getting clients to start processing as part of our Drive-to-Live process.
• Reach out to clients that respond to the RBS surveys as detractors/passive scores to engage with them and resolve the issues presented. - respond to surveys

Proactively Reach Out and Retain At-Risk Clients (Retention)

• Serve as the primary point of contact for assigned, ensuring a positive and seamless experience
• Proactively engage clients to assess satisfaction and identify potential issues before they escalate
• Analyze client feedback, usage data, and behavior to detect churn risks and take appropriate action
• Collaborate with internal teams (support, sales, product, marketing, etc) to resolve client concerns and ensure alignment on client needs
• Advocate for client needs internally to help drive product or service enhancements
• Track and report on client retention metrics and trends
• Use of various CRMs -Salesforce, etc., internal tools and programs to help aid our clients and their accounts
• Resolution may involve investigation into client's support history or needs analysis based on client's business needs
• Provide timely follow-up on escalations with the resolution departments, keeping the client informed about the progress and status of their case, thus ensuring its visibility and relevance
• Ability to clearly and accurately document clients concerns, subcategories, outcomes, and comments in internal systems, ensuring that the information accurately summarizes what occurred during the call
• Ability to establish effective communication, by phone or email, generating openness even with clients who are not receptive to direct interaction
• Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business
• Address escalations that impact the client continuing to work with the company
• Handle client complaints or escalations with professionalism and efficiency
• Responding to NPS feedback to effectively resolve client concerns
• Reaching out to new accounts to train and educate on the complexities integrated processing
• Identify upsell or cross-sell opportunities in coordination with the sales team

Client Support Functions
- Responds to inbound IM, phone and email inquiries from internal departments
- Respond to clients and partners calling
- Acts as central point of contact to high-profile clients, as needed
- This list is not all-inclusive as additional duties may be assigned by the supervisor.
- Maintain ongoing client relationships and account management, as needed
- Mastery of internal systems and tools for recording, tracking, and closing cases, ensuring the accuracy and quality of information

Required Qualifications

Proven experience in client success, account management, retention, customer service, or a similar role (1+ years)

Strong communication, listening, and interpersonal skills

Demonstrated problem-solving skills and emotional intelligence

Ability to analyze data and draw insights to drive client engagement

Detail-oriented with strong organizational and follow-up skills

Ability to learn new technologies

Self-starter

Highly articulate in phone and email communication

1+ Years relevant experience

Bachelor's Degree or equivalent of training and experience

Preferred Qualifications

1+ Years in the Credit Card Industry

1+ Years of account management or sales

Strong leadership skills

Experience in a Finance environment is a plus

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