Job Description:
The Global Accounts Customer Success Manager is a critical component of the Global Merchant Services organization, focused on the Global Accounts segment.
This role is responsible for maintaining and strengthening strategic relationships with key leaders and decision makers in merchant organizations, while partnering with Account Executives to drive business.
Key Responsibilities:
* Develop and maintain relationships with merchants to drive organic revenue growth through effective communication.
* Partner with merchants to develop strategies, build trust, and demonstrate value of our products.
* Proactively deliver value to merchants through ongoing use and optimization of existing products.
* Manage portfolio growth, prevent churn and decline, and identify opportunities for inorganic growth.
* Uncover and address servicing roadblocks and manage merchant health; manage and coordinate support teams to complete servicing activities.
* Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs.
* Monitor and ensure quality of integration and parity; initiate/manage transitions to latest integrations.
* Identify and lead projects for the organization.
* Manage escalation on behalf of the merchant account portfolio.
* Represent the voice of the customer to internal organizations.
* Serve as the product consultant and subject matter expert on processes, procedures, and policies during the term of the relationship.
* Train and educate merchants on products and features.