Title: Customer Success Manager
Customer Success Manager
Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you. So if you are a highly skilled customer success manager looking to make a real impact on the world, join our journey!
The opportunity
Our mission is to inspire and connect businesses in the new world of commerce to exceed the expectations of their customers.
To contribute to the mission of our Enterprise Accounts, the Customer Success Manager provides a seamless customer experience at each step of the customer journey, based on portfolio knowledge and customer needs.
To succeed in this function, you will implement interactions with our customers in various stages of their relationship with us; establish best practices, continuously work on improving the quality of service delivery and measure customer satisfaction.
Values: Innovation, Excellence, Cooperation, Empowerment
About The Team
You will be part of the customer success managers team servicing our Enterprise accounts in the Merchants Services business line covering the Self Service segments in which our merchants are active: petrol & energy, vending, EV charging, Parking, Transportation & Mobility)
Main Objectives
- Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
- Have a strong Customer relationship as well as an effective internal network to ensure customer retention.
- Ensure the follow up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldline's Problem to resolution processes.
Your day-to-day responsibilities
Service Level Management
- Ensure High quality Services.
- Contractual SLA, Service Level Objective (SLO) expertise.
- Monthly internal dashboard reporting (SLA/SLO Fulfilment).
- Continuous Monitoring SLA/SLO performance and compliance.
- Provide detailed SLO reporting to customer as part of SLA, on demand, or via standard push reporting. Quality and Continuous.
Improvement
- Coordinate and report to both Customer & Internal Stakeholders, on SLO Breach Root Cause Analysis (RCA).
- Identify structural issues proactively, analyse and ensure implementation of improvements.
- Keep track and report on your customer's issues to relevant stakeholders and ensure full & effective resolution.
- Monitor tickets and ensure escalation when needed.
- Customer escalations/ complaints: own, lead, follow up and ensure fast involvement of Management, via Official Escalation Process.
- Capture results of NPS, Tactical & Weather CSAT, and take appropriate actions.
Customer Relationship
- Build and maintain strong operational customer relation.
- Build and maintain strong internal network, and support actively Business Projects with Sales, Customer Services and other departments.
- Manage, on time, implementations and/or roll outs (Controlling project schedule, risks, scope of work, financial awareness.
- Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms, Business products and processes, and get knowledgeable for assigned customer queries.
Operational Excellence
- Actively provides relevant input in problem solving activities and implements agreed solutions.
- Searches and suggests areas for process improvements in their respective field of responsibility.
- Contributes actively to the department's/team's SLA.
- Build strong relationships with your team and other internal stakeholders to ensure that you can grow your knowledge and confidence as well as to help you resolve customer request with highest service quality in the most efficient way.
Signs of success
As a successful hire, you support and accelerate our company's revenue growth by doing what you do best: deploying operational excellence and leading team objectives that aligns with our commercial objectives. Through collaboration with other departments in the business, you will build our reputation as a trusted partner and thought leader in the online payment space.
- You are B2B client oriented and have a positive pro-active professional attitude
- You love working together in a team to come up with the perfect solution to every challenge
- You have excellent people, project and time management skills
- You are willing and able to gain a good functional understanding of operational flow
- You go the extra mile if needed, no 9-5 mentality
- Strong stakeholder management
- You have excellent communication skills and you know how to make a merchant value the relationship with Worldline
- You feel very passionate about communication & taking care of customers
Skills We Can't Do Without
- Minimum Bachelor-level or equivalent by work experience.
- Payments/fintech industry experience is a pre.
- 1 to 3 years working experience in a comparable role.
- Fluent communication skills in Portuguese (Mandatory), Spanish (considered), English, verbal and written.
- Salesforce experience is preferred.
- A strong communicator and team player with strong technical affinity and understanding.
Skills We'd Like
It would be great if you have the following skills, too:
- Payments/fintech industry experience is a plus.
Grow with us, create tomorrow
At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.
Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.
Learn more about life at Worldline on jobs.worldline.com
