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Customer Success Manager

Role: Customer Success Manager
Salary: £65,000, plus 30% bonus & car allowance
Location: Remote
 
The Opportunity

 
Our client is global leader in payments processing technology and solutions for a wide range of merchants and partners. In fact, they operate in over 30 different countries, with 22,000 staff and in the last four years, they have seen their share price rise by over five times! Their portfolio of services continues to evolve through their own organic development of solutions such as Unified Commerce and is accompanied by a range of acquisitions across distinct, integrated SaaS solutions such as Active Network and Advanced MD to technology enablers such as Sicom, TSYS and Realex.
 
The Role 

This is an exciting opportunity to join their Enterprise Customer Relationships team and share the collective responsibility of growing their revenue contribution and driving world class retention for their enterprise and strategic customers. Customer Success Managers have the ability to engage with stakeholders at every level within their enterprise and strategic customers, understand what success means to them, and enabling them to get the best possible return on their investment in their payments solutions.
 
Take ownership of delivering success to their enterprise and strategic customers. By being proactive you will help their customers get the most value from their relationship with them through understanding and adopting new products and services as well as delivering customer success in the form of insights to encourage their meet their goals
Work closely with their customers’ key stakeholders and influencers to understand what success means to them and how our products and services underpin that success. Build success plans that mirror their customers’ goals and drive, measure and review progress
Influence and build relationships with a broad spectrum of stakeholders and influencers within your customers’ businesses to aid in their goals of growing revenue, retaining and creating customer advocates
Maintain a cadence of communication and regular reviews with customers discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansion
Be accountable for the Enterprise Customer Relationships team delivering on its financial contribution commitments. Have a deep understanding of your numbers, and use data to inform the decisions you make to inform and influence their stakeholders
Collaborate effectively with the New Business Sales teams to understand the pipeline and manage onboarding for new enterprise and strategic customers, ensuring that the customer experience is world class. This may be the first time they have done business with them and they need to set an aspirational tone for their new relationship
Partner with different groups in their organisation; sales, marketing, product and support to drive targeted, data-led sales and marketing campaigns, customer experience activities and feed back into their product and service teams 

Candidate
 
Proven experience in a Customer Success or Account Management role within the payments industry or another technology-related industry
Proactive, energetic, accountable and passionate individual with the ability to go above and beyond
Excellent verbal and written communication and presentation skills - the ability to listen, understand, influence and inspire
Comfortable with translating “tech-speak” into layman's terms for non-technical audiences
Demonstrable ability to respond to high-impact customer/product escalations in a way that ultimately drives customer loyalty and advocacy
Experience of engaging with and developing positive and productive relationships with stakeholders preferably at C-Suite level
Data driven and analytical in approach to commercials, pricing and contracting
Passionate and curious on Fintech trends including Card Acquiring, Card Schemes and the changing world of payments 
How to apply
 
Email your CV to david.earles@tpn.co.uk
 
Salary: £65,000, plus 30% bonus & car
Location: Remote
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