Customer Success Specialist

Location: Delegación Cuajimalpa de Morelos

Please read the description, compensation and location for this job.
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 of This Role
Senior Client Success’s mission is to deliver differentiated experiences that literally make our clients more successful in achieving their vision. This is accomplished through collaboration, consulting and advocacy.
Done well, we will create positive business outcomes for Global Payments. A Senior Client Success will lead our client retention efforts by building strategic relationships, identifying churn risks, and driving client satisfaction  work with high-value or complex accounts, act as a client escalation point, and partner with cross-functional teams to improve retention and loyalty outcomes. We also mentor junior team members and contribute to the ongoing development of our client success programs.

The Senior Client Success will research complex issues to identify root cause and work with leadership so long term solutions to process and/or service failure points are continuously implemented. This position is instrumental in identifying, and sharing feedback on, competitive activity and client feedback within each market. A Senior Client Success plays a crucial role in maintaining strong client relationships and ensuring client satisfaction to reduce churn.

Proactively Reach Out and Retain At-Risk Clients (Retention)
Serve as the primary point of contact for assigned, ensuring a positive and seamless experience
Proactively engage clients to assess satisfaction and identify potential issues before they escalate
Analyze client feedback, usage data, and behavior to detect churn risks and take appropriate action
Collaborate with internal teams (support, sales, product, marketing, etc) to resolve client concerns and ensure alignment on client needs
Advocate for client needs internally to help drive product or service enhancements
Track and report on client retention metrics and trends
Use of various CRMs
-Salesforce, etc., internal tools and programs to help aid our clients and their accounts
Resolution may involve investigation into client’s support history or needs analysis based on client’s business needs
Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business
Address escalations that impact the client continuing to work with the company
Handle client complaints or escalations with professionalism and efficiency
Responding to NPS feedback to effectively resolve client concerns
Reaching out to new accounts to train and educate on the complexities integrated processing
Identify upsell or cross-sell opportunities in coordination with the sales team

Handle-High Volume and High-Risk Pricing Reviews
Have value-driven and relationship building conversations with clients while addressing pricing needs
Work together with Finance and Sales teams to address pricing requests through proactive efforts
Negotiate with clients to establish a pricing plan both our company and their business can agree upon to successfully proceed
Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements
Negotiate contract extensions when pricing adjustments are needed through the use of Addendums

Business Partner Escalations and Client Experience Campaigns
Effective handling of at-risk client escalations shared through our mutual business Partner relationships
Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions
Responds to inbound IM, phone and email inquiries from internal…