Total System Services - Torrance, CA
posted 3 months ago
As an Associate Customer Success Manager or above at Global Payments, you will play a crucial role in overseeing enterprise-level support and service activities for our products and services. This position is designed for individuals who are passionate about client relationships and are committed to ensuring quality service and operational performance. You will be responsible for managing the totality of client relationships for assigned accounts, which includes all Global Payments products and services across various platforms. Your role will involve planning service delivery, identifying service needs, and driving proactive support mechanisms to minimize client downtime and support costs. In this position, you will act as the single point of contact for clients, coordinating the resolution of service incidents and escalating technical issues as necessary. You will maintain long-term relationships with clients, ensuring a deep understanding of their business and product installations. This understanding will enable you to identify new product services that align with the strategic direction of the client's business. You will also be responsible for supporting client business reviews, managing the setup and preparation for these reviews, and presenting relevant information to clients to enhance their business operations. Additionally, you will be accountable for invoice accuracy, research and dispute resolution, and ensuring that clients remain current with no bad debt. You will also have revenue targets for new and existing accounts, identifying cross-sell opportunities to extend Global Payments' revenues and footprint with clients. Your role will require you to stay abreast of industry trends and regulations to strategically identify and target sales opportunities, while also implementing creative strategies to improve client communications and processes. This position requires you to be on call 24/7, responding to client needs and ensuring that Global Payments support groups react appropriately to client impacts. You will need to carry a cell phone and may be required to travel to client sites as necessary. Your ability to collaborate with internal and external audiences, align client needs with internal solutions, and maintain strong relationships will be key to your success in this role.