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.Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como\xe2\x80\x99s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more.We are looking for an organized, analytical and empathetic CSM with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.Key Responsibilities :Customer Onboarding and Relationship Management :Own the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contactGuide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them defining and setting-up their loyalty in the product back-endEnsure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolutionTransfer customers\xe2\x80\x99 demands to the Support team when it comes to tech/integration related issuesEscalate relevant situations to Managers in a timely mannerCustomer Success and Retention:Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when neededAid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectivesDevelop and execute success plans tailored to each customer\xe2\x80\x99s goals and objectives throughout the client lifetime and based on KPIs analysisIdentify opportunities for upselling additional features, services or high-tier plans to existing customersKey Requirements:Master\xe2\x80\x99s degree or equivalent experienceYou have 1-3 years of experience in customer success (in SaaS companies or Tech startups preferably)Strong written and verbal communication skillsDetail oriented, analytical and creative thinkerDemonstrated ability to increase customer satisfactionPerfect English skillsAnother European language is a plusKnowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plusThe teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows 12.30pm to 10.00pm and 3.30pm to 1.00am. The Customer Success Manager Team leader will be working on the 12.30pm to 10pm shift (Saturday and Sunday off).In addition to a competitive salary, you\xe2\x80\x99ll have access to an excellent benefits package, including:Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)A positive, productive, and energetic work environment!25 days annual holidayGlobal career progression opportunitiesWellbeing initiatives, regular social events and charitable initiatives to give back to our communityOffice with an amazing views on JLT park and lake and Dubai MarinaExciting team-building activitiesGlobal 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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact confidential .This job has been sourced from an external job board.
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