Strategic Senior Client Success Manager

4 weeks ago

London, Greater London, United Kingdom FIS Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

10 - 15%

As a Strategic Senior Client Success Manager, you will act as an expert strategic lead in the CS team, displaying a deep technical understanding of Worldpay's products and processes, and deep routed vertical knowledge to enable merchants within your vertical to optimise their payment offering.


You will draw on extensive industry and WorldPay specific experience to provide input during new process delivery, working with stakeholders across supporting internal teams. The role will include but not be limited to the design, discovery, and deployment phases of process changes, supporting CS colleagues in the roll out.


This role comprises of 4 key focus areas.


Optimisation of Merchant Strategy or Payment Processing Performance


Strategic focused activity which results in improved performance for merchants. This can be directly merchant impacting or added value across the team which is adopted to give multiple impacting results within a vertical. (eg, Splunk adaptations to enable deeper analysis, impacting multiple users v a direct action for a specific merchant)


Training and Knowledge Share


The sharing of knowledge through training. This can be the identification of training needs, and the facilitation of structured training across vertical or verticals teams. Utilising a SME approach to both lead training and facilitate others to carry out sessions with the overall aim of increasing in vertical competencies around subjects.


Product Liaison & Champion


Act as the direct line for merchants into the respective product teams. Utilising merchant feedback to help shape the requirements of our Worldpay product offering in merchant solutions. Utilise role to build an internal network of advocates, alongside relationship development with third party APMs, providers and partners.


Continuous Improvement


Driving initiatives alongside current CI team to drive tangible improvements to CS processes and those which influence BAU processes.

General Duties & Responsibilities

  • Act as primary liaison is responsible for escalation, effective oversight of client projects and implementations, execution of account plan.
  • Building of relationships with client contacts and management
  • Responsible for client satisfaction, maintaining client communication, overall management of the operational relationship.
  • Answers customer inquiries via email communication and occasionally via merchant facing calls and meetings.
  • Develops strong working relationships with assigned clients and WP third party teams.
  • Serves as primary Operational point of contact for external clients and various departments/divisions to resolve outstanding issues, comply with customer requests and respond to client inquiries.
  • Provides support to the wider CS team, aiding research and resolution of problems and inquiries.
  • Interfaces with clients to determine present and future needs and discusses progress toward solutions.
  • Coordinates with clients, relationship managers and other appropriate areas to ensure clients are properly serviced, properly executed and all operational arrangements are in place to service assigned accounts.
  • May prepare monthly and quarterly departmental reporting.
  • Keeps abreast of new products/services and changes to existing products/services relevant to the vertical.
  • Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
  • Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director /relationship manager.
  • Participation in business reviews regarding client's strategic direction
  • Recreates client issues in test environment.
  • Interpersonal skills and technical product knowledge and expertise are critical to res ponding to daily Client-centric activities.
  • Manages and communicates expectations internally and externally.
  • Manages the service component of the client relationship.

Desirable Experience
Languages – French, German or Spanish
Payment's experience – Operational or product

What We Offer You

  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities – WORLDPAY is your final career step
  • A competitive salary and company benefits
  • The chance to work on some of the most challenging, relevant issues in the FinTech industry
  • A work environment built on collaboration, flexibility and respect

#LI-BH1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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