The Global Accounts Customer Success Manager (CSM) plays a vital role in the Global Merchant Services organization, specifically within the Global Accounts segment.
This position is responsible for maintaining and strengthening strategic relationships with key leaders and decision makers in merchant organizations. The CSM partners with Account Executives to drive business growth.
Key responsibilities include:
* Develop and maintain relationships with merchants to drive organic revenue growth through effective communication
* Partner with merchants to develop strategies, build trust, and demonstrate the 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
* Conduct and manage co-marketing campaigns as needed
* Monitor and ensure quality of integration and parity
* Identify and lead projects for the organization
* Manage escalations on behalf of the merchant account portfolio
* Represent the voice of the customer to internal organizations
* Serve as a product consultant and subject matter expert on processes, procedures, and policies
* Train and educate merchants on products and features
To excel in this role, you should have:
* Prior experience in payments, relationship management, or project management
* A minimum of 10 years of experience in relationship management with Fortune 500 companies