The Global Accounts Customer Success Manager (CSM) position is a critical component of the Global Merchant Services organization, focused on the Global Accounts segment.
The Global Accounts CSM is responsible for maintaining and strengthening strategic relationships with key leaders and decision makers in merchant organizations, partnering with Account Executives to drive business.
They will proactively address product roadblocks to optimize the use of multiple products, mitigate merchant churn, and identify organic revenue opportunities.
As a trusted advisor and strategic thought partner, the Global Accounts CSM will manage and lead customer relationships for merchants whose current value exceeds their potential value.
Key responsibilities include:
* Developing and maintaining relationships with merchants to drive organic revenue growth
* Partnering with merchants to develop strategies, build trust, and demonstrate value of our products
* Proactively delivering value to merchants through ongoing use and optimization of existing products
* Managing portfolio growth, preventing churn, and identifying opportunities for inorganic growth
* Uncovering and addressing servicing roadblocks, managing merchant health, and coordinating support teams
* Conducting co-marketing campaigns as needed
* Monitoring integration quality and parity, initiating and managing transitions
* Leading projects for the organization
* Escalating merchant account issues and representing the voice of the customer
* Serving as a product consultant and subject matter expert
* Training and educating merchants on products and features
Requirements include 10 years of relationship management experience with Fortune 500 companies, payments experience, and project management skills.