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. 

Summary of This Role

The Customer Experience Manager will own, manage and develop the Global Payments Customer Experience strategy. Working with executive leaders across the segments and leadership within each segment, this role focuses heavily on generating the Customer Experience initiatives through research, insight, ongoing measurement and drive to continuously elevate our customers’ experience.

Design and implement strategic objectives to meet the Global Payments’ goal to move from a business model based on institutional demand to customer/client demand, with an emphasis on continuous improvement for the end to end customer experience. Primary focus would be to improve the experiences customers have with Global Payments, with the goal of increasing customer loyalty, satisfaction and increasing existing client revenue, which will drive additional revenue growth for the organization.

What Part Will You Play?

• Develops, implements, and executes the Customer Experience strategy. Helps to identify client and industry driven trends that may require refinements to the vision, strategy and execution of the plan. Understands and monitors industry trends and how they relate to our industry.
• Assists with the design and execution of the enterprise-wide program of core Customer Experience behaviors that result in customer-centric performance. These include programs to monitor and incentivize the use of Customer Experience behaviors at enterprise, business unit and team member level. Works with leaders on their role and actions in cultivating the Customer Experience culture.
• Assists with the development of presentations and may occasionally present to audiences of varying levels regarding the Customer Experience Strategy. Provides support to the lines of business to educate team members on customer experience concepts, value proposition and processes.
• Coordinates and helps to facilitate executive alignment sessions with our customers regarding their Customer Experience goals to drive their brand recognition and organic growth. Coordinates Global Payments activities regarding the management of customer insights gained through collaboration. Gaps are assigned owners and are effectively addressed. Leads efforts on cross-business best practice sharing and shared customer insights.
• Ensures that team members are informed and engaged in Customer Experience efforts. Develops feedback measures regarding effectiveness of communications and level of employee engagement of the Client Experience. Helps develop programs to publically recognize success.
• Plan, coordinate and executes the Customer Experience training curriculum with internal resources as required.
• Researches, recommends, and helps implement Customer Experience technology.
• Analyze data and metrics to ensure that voice of the customer is impacting strategy and product development. Measure the alignment of customer success with Global Payments success, and measure the alignment of Customer Experience across the enterprise. Produce reports for internal and external audiences as necessary.
• Maintains a continuous improvement process which includes feedback tools to ensure that customer feedback is evaluated and if improvement is appropriate. Recommends process improvements regarding the Customer Experience program.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Typically Minimum 8 Years Relevant Exp

Preferred Qualifications

• Experience with customer journey mapping.

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Having broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Having ownership of a function, account or matrix management responsibilities, uses knowledge to ensure success, strengthen relationships, expand the business, and lead matrix teams on complex projects. Barriers to entry such as technical committee review may exist at this level.
• Job Complexity - Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups, both internal and external.
• Supervision - Acts independently to determine methods and procedures on new or special assignments.
• Ability to influence - Ability to affect others to support, accept and/or commitment
• Communication /Presentation skills - Ability to effectively communicate both verbally and in writing. Ability to develop and conduct presentations to both internal and external audiences of varying sizes.
• Thought Leadership - Ability to communicate a compelling and inspired vision and motivate others to action.

Benefits:
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. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

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.

$85,000
The above represents the expected base salary for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.