Customer Success Manager, SME / Conseiller, Soutien aux PME

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. 

Who are we?

Global Payments Inc. is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our technologies, partnerships and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world.

Our worldwide team of approximately 24 000 is helping customers achieve amazing results. It’s our passion for success that has led to years of out-performing the competition. Join us and make your mark on the payments technology landscape of tomorrow.

Our Values: 

Our people come first -  Being the partner of choice - Making it easy to do business with us - Being personally accountable - Ensuring a timely and consistent execution.

Why Work for Global Payments?

Corporate citizenship is fundamental to our values. We offer real opportunities to grow professionally and believe in a collaborative, friendly work environment with a relaxed, casual dress code. 

We offer competitive benefits such as health insurance, Short-Term and Long-Term disability coverage, life insurance plans, retirement savings programs, employee stock purchase program, employee assistance program, flexible working, tuition reimbursement program, gym membership corporate rates , volunteering opportunities ... and more!

Role:

Based in Toronto, reporting to Team Leader, Small & Medium Enterprise, the primary purpose of the Customer Success Manager is to generate revenue through up-selling and cross-selling, retain existing merchant accounts, build and maintain an excellent relationship with merchants while providing superior customer service for high value, small and medium enterprise.

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Salary: $50 000 + Quarterly bonuses (OTE - $63,000) + Benefits
Main Responsibilities:

Customer Retention / Account Maintenance

• Handle all retention issues using strong negotiation skills to maintain the merchant at the established threshold 

• Maintain a high retention ratio

• Add Locations Setups

• Assist with equipment setups

• Lead Integration Projects

• Process account changes

• New Merchant Location Setups

• Integrated POS Setups

Revenue Generation

• Identify all sales opportunities within assigned Small Business Portfolios

• Cross Sells/Up Sells of bank card services

• Process terminal sales and upgrades

• Manage re-pricing of merchants to profitable level where applicable

• Promote and sell additional services offered by Global Payments and Existing Partners

Customer Service

• Represent as one stop Resolution

• Ensure a 24-48 hour follow up with all Voice mail, Trackers, Emails

• Provide strong follow up for all setups and orders

• Minimize all escalation issues at first point of contact

• Ensure all issues are documented in Tracker with follow-up resolutions
   

Required Qualifications

• High school diploma

• 1-2 years of account management experience, preferably in a similar industry

• A natural talent for negotiation

• Strong outbound and inbound phone sales skills

• Very good at building relationships and nurturing them via telephone and email

• Exceptional written and verbal skills (French is an asset!)

• Strong interpersonal skills with an emphasis on sales/superior customer service skills

• Great ability at effectively managing time and establishing priorities and strong organizational skills to deliver products and services to clients

• Excellent working knowledge of several PC based applications including: Word, Excel, Outlook, and Google tools

*We thank all applicants for their interest. Only those selected for an interview will be contacted.*

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of the Global Payments/TSYS.

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Benefits: Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
 

“The position listed in this requisition is ineligible for the referral bonus award program”

#LI-Hybrid

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 [email protected].