Customer Success Manager

Overview

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.

• 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