Customer Success Operations Specialist, Premier

Customer Success Operations Specialist

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.

Purpose The Customer Success Operations Specialist is responsible for coordinating implementation projects, such as regulatory or migration projects, and for resolving complex Premier customer support queries and day-to-day operational requests. The role will involve liaising closely with Premier customers, the Irish Customer Success Manager and the Premier Service Desk (PSD) ensuring successful customer project completion on time. The Customer Success Operations Specialist will also have a deep understanding and passion for the customer journey, executing on continuous improvements to facilitate the ideal customer experience.

Duties And Responsibilities Providing world-class customer support is our mantra. Coordinate closely with our Premier customers, Customer Success Managers, Premier Service Desk colleagues to manage Premier customer projects through to completion and on time, ensuring the highest levels of customer satisfaction. We're a collaborative bunch. Coordinate activities across all the required functions to ensure implementation, migration or regulatory project completion for the customer. New customers are really important to us too. Support our Field Sales teams when called upon by the Customer Success & Service leadership team to make sure that we are working in collaboration with our colleagues in sales to create a great experience for new customers. We know our products and services inside out. Provide support in customer product selection and solutions to overcoming obstacles to product adoption. Work closely with the Customer Success Manager and attend customer meetings to identify and share best practices so that our customers get the greatest value from our products and services in line with their customer success plan. Build and maintain productive, lasting relationships with our Premier customers to make memories with them of our great service and product offering. We have some cool products so our customers should know this too. Liaise cross-functionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and adoption of our products and services. The journey of the customer starts from the moment they speak with us. Analyse the onboarding and in-life experience for new and existing Premier customers ensuring a seamless, smooth, consistent approach throughout. Customer feedback is our lifeblood. Collect Premier customer feedback throughout your interactions and ensure this is communicated, understood and tracked with the Voice of the Customer Team so that we can learn and improve on our customers' experiences with Global Payments.

Competencies (Knowledge / Skills Or Abilities / Behaviour) Minimum 5 year's experience working in a customer facing role, handling large enterprise customers through operations, on boarding and general support. Ability to be office based, at the BOPIA office five days a week onsite. Clear communicator with excellent written, verbal and listening skills. Ability to collaborate cross-functionally to understand customer requirements and translate them to effective implementation. Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions. Excellent problem-solving skills and the ability to use experience to complement data. Excellent customer service skills with a passion for high quality solution and product implementation. Ability to build and maintain strong, productive relationships. Ability to prioritise and respond to customer issues with the required urgency. Ability to work comfortably with internal systems, Excel, Powerpoint and Google's suite of equivalent products.

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.