Customer Success Manager

Global Payment Holding Company - Boston, MA

Full-time - Mid Level

Onsite - Boston, MA

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Customer Success Manager is responsible for overseeing enterprise-level support and service activities for designated clients, ensuring quality service and operational performance. This role involves developing client relationships, understanding their business needs, and coordinating service delivery to minimize downtime and support costs. The manager acts as the primary contact for clients, facilitating the resolution of service incidents and collaborating with internal teams to enhance client satisfaction and identify growth opportunities.

Responsibilities

• Support the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally.
• Maintain long-term relationships with clients, ensuring understanding of their business and product installations to identify service needs and plan service delivery.
• Act as a single point of client contact to coordinate resolution of service incidents and escalate technical issues as necessary.
• Provide quality service and operational performance within the parameters of the client's projects and service delivery standards.
• Support the Client Business Review and advocate for the client, aligning their needs with internal solutions and managing the setup and preparation for client reviews.
• Accountable for invoice accuracy, including research and dispute resolution, while understanding the financial and compliance impacts of client support.
• Support the renewal of client contracts and manage sales support resources to create and deliver propositions.
• Stay abreast of industry trends, regulations, and competitive products to strategically identify and target sales opportunities.
• Maintain customer profiles of clients' architecture and processing environments.

Requirements

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

Nice-to-haves

• Experience in managing complex client relationships.
• Strong analytical skills to evaluate variable factors in client situations.
• Proven ability to develop and conduct presentations effectively.

Benefits

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