Global Payments Inc. is a leader in commerce solutions, seeking a bilingual Customer Success Manager. The primary purpose of the CSM is to generate revenue, retain existing merchant accounts, and maintain excellent relationships through proactive initiatives and superior customer service.
Responsibilities
- Revenue Generation
- Identify all sales opportunities within assigned Small Business Portfolios
- Cross Sells/Up Sells of bank card services
- Terminal sales and upgrades
- Re-pricing of merchants to profitable level where applicable
- Promote and Sell additional services offered by Global Payments and Existing Partners
- Customer Retention / Account Maintenance
- Handle all retention issues using strong negotiation skills to maintain the merchant at a threshold of 45 BP
- Proactively call our top merchants to ensure a positive relationship is maintained
- Maintain a 60% save ratio
- Add Locations Setups
- Equipment setups
- Leading Integration Projects
- Account Changes
- New Merchant Location Setups
- Integrated POS Setups
- Customer Service One stop Resolution 24-48 hour follow up with all Voice mail, Incidents, Emails
- Strong follow up for all setups and orders
- Minimize all escalation issues at first point of contact
- All issues must be documented in CSP with follow up resolutions
Skills
- High School diploma
- French and English communication skills (written and spoken)
- 1-2 years of Sales or B2B customer service experience
- Strong negotiation skills
- Strong outbound and inbound phone sales skills
- Strong telephone and relationship building
- Ability to identify all merchant needs and issues using probing skills and utilizing open ended questions
- Effective time management / organizational skills to deliver products and services to clients
- Strong knowledge of several of PC based applications including: Word, Excel, Outlook, and Intranet
Benefits
- Medical, dental and vision care
- EAP programs
- Paid time off
- Recognition programs
- Retirement and investment options
- Charitable gift matching programs
- Worldwide days of service
Company Overview
Global Payments (NYSE: GPN) is a leading payment technology and software company that powers commerce for businesses of all sizes worldwide. It was founded in 1967, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is https://www.globalpayments.com/.