Senior Customer Success Manager

Senior Customer Success Manager

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.

Role Summary

The role of a Senior Customer Success Manager is to be an expert of their North American Issuer Solutions client(s) business strategy, goals and objectives. The Senior Customer Success Manager identifies success metrics for their client(s) and crafts Success Plans to drive overall client satisfaction and growth. The role will lead initiatives to foster strong client relationships, measure TSYS Product value for adoption and retention, identify whitespace opportunities, and ultimately drive measurable organic growth. The role will develop strategies to drive client outcomes, utilizing the TSYS organization and Customer Success Management best practices. The Senior Customer Success Manager will also serve as a role model / coach to help mentor and develop other Customer Success team members.

Essential Functions

• Maintains expert knowledge and understanding of industry, market and business trends
• Focuses on the most high impact activities for the client and business, and constructs strategies that drive client outcomes forward
• Navigates competing agendas to establish united goals and aligns multiple stakeholders to speak with "one voice" to the client
• Becomes valued industry advisor for clients and leverages TSYS organization as a tool to drive client success
• Creates novel approaches to solve complex problems, to include challenging client's thinking
• Utilizes key performance indicators (KPIs) to optimize client satisfaction and account health
• Establishes and maintains healthy key client relationships, to include executive-level stakeholders
• Promotes continuous personal development and cross-pollination of knowledge across their teams to develop more advanced expertise
• Introduces ideas to improve Customer Success Management best practices
• Seeks opportunities to train, coach and mentor Customer Success team members
• Models a growth mindset by exhibiting a willingness to step into unfamiliar situations
• Serves as role model for consistent persistence amidst significant challenges

What Are We Looking For in This Role?

Minimum Qualifications

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of the Global Payments / TSYS.

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and / or interview process should notify a representative of the Human Resources Department.

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service.