Customer Success Manager at Global Payments

**Who this is for** This role is for a detail-oriented professional focused on relationship management and client retention. It is perfect for someone who enjoy

Work type: onsite

Location: OKLAHOMA CITY, OKLAHOMA

Type: Full-time

Summary

**Who this is for** This role is for a detail-oriented professional focused on relationship management and client retention. It is perfect for someone who enjoys problem-solving, negotiating rate structures, and providing high-level support to maintain profitable accounts. **Key highlights** You will manage a specific portfolio of POS relationships, proactively identifying at-risk accounts and working to minimize attrition. The role requires a blend of consultative negotiation, technical understanding of payment services, and rigorous documentation within Salesforce. **You might be a good fit if you...** - Have experience in account management, customer success, or retention roles. - Are highly skilled at interpreting data, such as rate analyses and competitor quotes. - Can maintain composure and provide excellent service while resolving client complaints or inquiries. - Demonstrate strong organizational skills in keeping client status and compliance documentation up to date.

Job Description

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. 

### Summary

The Customer Success Analyst role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Global Payments POS relationships. 
 

What will you be doing?

• Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs

• Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships

• Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio

• Interprets competitor statements/quotes and performs rate analysis. Negotiates directly with clients using consultative conversation to retain account and maximize revenue potential

• Responds quickly and effectively to all requests for account review, rate analysis, product information, account terminations, reimbursements, etc. whether from internal or external customers

• Stays current on Global Payments POS products, services and important industry changes in order to assign appropriate solutions to client requests 

• Identifies product offerings for existing clients

• Places proactive outreach to newly assigned accounts to establish a relationship

• Answers inbound calls from customers and resolves inquiry.

• Manages and resolves client complaints, providing excellent service and follow-up

• Ensures alignment with sales or service teams to ensure customer satisfaction 

• Identifies triggers for attrition and can represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to clients, teammates and leadership

• Maintains compliance standards for Salesforce records and detailed documentation of client status and interactions

• Display a commitment to receive necessary coaching for continuous improvement and team development

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