CUSTOMER SUCCESS MANAGER
Descrição da oferta de emprego
Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started.
We are on an exciting journey to lead the way towards the next frontier of payments.
Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you.
So if you are a highly skilled customer success manager looking to make a real impact on the world, join our journey! The opportunity Our mission is to inspire and connect businesses in the new world of commerce to exceed the expectations of their customers.
To contribute to the mission of our Enterprise Accounts, the Customer Success Manager provides a seamless customer experience at each step of the customer journey, based on portfolio knowledge and customer needs.
To succeed in this function, you will implement interactions with our customers in various stages of their relationship with us; establish best practices, continuously work on improving the quality of service delivery and measure customer satisfaction.
Values.
Innovation, Excellence, Cooperation, Empowerment About the team You will be part of the customer success managers team servicing our Enterprise accounts in the Merchants Services business line covering the Self Service segments in which our merchants are active.
petrol & energy, vending, EV charging, Parking, Transportation & Mobility) Main Objectives Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
Have a strong Customer relationship as well as an effective internal network to ensure customer retention.
Ensure the follow up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldline's Problem to resolution processes.
Your day-to-day responsibilities Service Level Management Ensure High quality Services.
Contractual SLA, Service Level Objective (SLO) expertise.
Monthly internal dashboard reporting (SLA/SLO Fulfilment).
Continuous Monitoring SLA/SLO performance and compliance.
Provide detailed SLO reporting to customer as part of SLA, on demand, or via standard push reporting.
Quality and Continuous.
Improvement Coordinate and report to both Customer & Internal Stakeholders, on SLO Breach Root Cause Analysis (RCA).
Identify structural issues proactively, analyse and ensure implementation of improvements.
Keep track and report on your customer's issues to relevant stakeholders and ensure full & effective resolution.
Monitor tickets and ensure escalation when needed.
Customer escalations/ complaints.
own, lead, follow up and ensure fast involvement of Management, via Official Escalation Process.
Capture results of NPS, Tactical & Weather CSAT, and take appropriate actions.
Customer Relationship Build and maintain strong operational customer relation.
Build and maintain strong internal network, and support actively Business Projects with Sales, Customer Services and other departments.
Manage, on time, implementations and/or roll outs (Controlling project schedule, risks, scope of work, financial awareness.
Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms, Business products and processes, and get knowledgeable for assigned customer queries.
Operational Excellence Actively provides relevant input in problem solving activities and implements agreed solutions.
Searches and suggests areas for process improvements in their respective field of responsibility.
Contributes actively to the department's/team's SLA.
Build strong relationships with your team and other internal stakeholders to ensure that you can grow your knowledge and confidence as well as to help you resolve customer request with highest service quality in the most efficient way.
Signs of success As a successful hire, you support and accelerate our company's revenue growth by doing what you do best.
deploying operational excellence and leading team objectives that aligns with our commercial objectives.
Through collaboration with other departments in the business, you will build our reputation as a trusted partner and thought leader in the online payment space.
You are B2B client oriented and have a positive pro-active professional attitude You love working together in a team to come up with the perfect solution to every challenge You have excellent people, project and time management skills You are willing and able to gain a good functional understanding of operational flow You go the extra mile if needed, no 9-5 mentality Strong stakeholder management You have excellent communication skills and you know how to make a merchant value the relationship with Worldline You feel very passionate about communication & taking care of customers Skills we can't do without.
Minimum Bachelor-level or equivalent by work experience.
Payments/fintech industry experience is a pre.
1 to 3 years working experience in a comparable role.
Fluent communication skills in Portuguese (Mandatory), Spanish (considered), English, verbal and written.
Salesforce experience is preferred.
A strong communicator and team player with strong technical affinity and understanding.
Skills we'd like.
It would be great if you have the following skills, too.
Payments/fintech industry experience is a plus.
Grow with us, create tomorrow At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally.
With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do.
We also offer flexible hours and remote working, to empower you to be your best self at work and at home.
8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.
Worldline is proud to be an Equal Opportunity employer.
We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.
Learn more about life at Worldline on careers.
orldline.
om Not what you are looking for? Try these related job searches Customer Success Manager jobs in Lisbon Worldline careers in Lisbon Customer Service jobs in Lisbon Fintech jobs in Lisbon
Detalhes da oferta
- Worldline
- Em todo Portugal
- Indeterminado - Indeterminado
- Indeterminado
- 12/11/2024
- 10/02/2025
Estamos a crescer rapidamente e como parte do nosso sucesso contínuo, procuramos por um talento altamente motivado para juntar-se à equipa de customer success... qual perfil procuramos: ensino superior em administração, marketing ou áreas relacionadas; experiência em customer success, com prática......
At this job, you will: give customers a consistente path to a great experience! - guarantee the best service to our customers according to key performance indicator (kpi's); - clarify customer queries, using decision support tools to provide appropriate resolution to the customer; - create a good relationship......
This position provides customer service support and resolution of routine problems regarding client's product or services... the selected person will carry out the following functions: - ensure service delivered to our customers meets contractual key performance indicator (kpi's); - clarify customer......
From the beginning, you will take an active role in providing excellent and nimble customer service experience and seek continuously for initiatives to improve the overall customer experience... tasks:as customer service agent (m/f/d) for german + english you will support clients from one of the greatest......
Start: asap banking project: german on-siterole: as customer service agent (m/f/d) for german you will support clients from one of the greatest german banks... from the beginning, you will take an active role in providing excellent and nimble customer service experience and seek continuously for initiatives......
Responsibilities include handling customer queries and providing technical support... the ideal candidate must have 12 months of customer service experience, excellent communication skills in hebrew, and the ability to handle customer emotions... join a multicultural team and advance your career as a......
Oferta de posição como spa manager procura-se spa manager para ser terapeuta e spa manager em boutique hotel de luxo na ilha de são miguel, açores, portugal... requisitos do trabalho requisitos: - experiência como spa manager - terapeuta com versatilidade em vários tipos de massagens (clássicas e exóticas)......
Banking project: german on-siterole: as customer service agent (m/f/d) for german you will support clients from one of the greatest german banks... from the beginning, you will take an active role in providing excellent and nimble customer service experience and seek continuously for initiatives to enhance......
Be a team player and contribute to a positive work environment! ensure an exceptional customer relationship and customer experience throughout the entire customer journey... ) via email, phone calls and/or chats... ✓ the company will provide all necessary equipment... ✓customer satisfaction orientation......
Communicate with customers using various channels (telephone, email and chat)ensure customer satisfaction and provide professional customer supporthandle customer complaints, provide appropriate solutions and alternatives within the time limits and followidentify the issue the client is facing, troubleshoot......