Customer Success Manager

Global Payments - Boston, MA

Full-time - Mid Level

Onsite - Boston, MA

Credit Intermediation and Related Activities

About the position

The Customer Success Manager at MineralTree is responsible for overseeing enterprise-level support and service activities for designated clients. This role focuses on ensuring quality service and operational performance, developing client relationships, and identifying service needs to enhance client satisfaction and reduce downtime. The manager acts as the primary contact for clients, coordinating the resolution of service incidents and collaborating with internal teams to demonstrate the value of support offerings.

Responsibilities

• Plans and oversees enterprise-level support and service activities for company products and services for designated clients.
• Ensures quality service and operational performance within program and delivery standards.
• Develops client relationships and understands client business to identify service needs and plan service delivery.
• Acts as a single point of contact for clients to coordinate resolution of service incidents and escalate technical issues.
• Supports the Client Business Review and advocates for the client, aligning their needs with internal solutions.
• Manages the setup and preparation for client reviews, including collecting and generating reports.
• Accountable for invoice accuracy and dispute resolution, understanding financial impacts of client support.
• Supports the renewal of client contracts and manages sales support resources.
• Stays updated on industry trends and competitive products to identify sales opportunities.
• Maintains customer profiles of client architecture and processing environments.

Requirements

• Bachelor's Degree in Finance, Marketing, Business, or related field.
• Typically a minimum of 6 years of relevant experience in client-facing roles or the financial industry.
• Experience in account management and relationship management.

Nice-to-haves

• Experience with financial products and services.
• Strong analytical skills to evaluate complex data and situations.
• Proven ability to develop and conduct presentations.

Benefits

• Medical, dental, and vision care
• Employee Assistance Programs (EAP)
• Paid time off
• Recognition programs
• Retirement and investment options
• Charitable gift matching programs
• Worldwide days of service