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Edinburgh, Edinburgh, United Kingdom SIX Payment Services Full timeUnlock Your Potential as a Customer Success ManagerDate posted: Removed for your convenienceLocation: Edinburgh | United KingdomCompany: WorldlineAbout the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Worldline. As a key member of our organization, you will be responsible for leading and managing the end-to-end service and...
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Customer Success Manager
2 months ago
At Worldline, we are seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you will be responsible for leading and managing the end-to-end service and experience of a portfolio of customers.
Key Responsibilities:- Lead and manage the service and experience of a portfolio of customers, ensuring that their needs are met and exceeded.
- Review, manage, and report deviations to SLAs, developing service improvement plans and coordinating incidents and root cause analysis.
- Lead and coordinate necessary service improvement actions, owning the improvement plan and regularly reviewing with customers and bringing in technical or senior input as needed.
- Coordinate and report on root cause analysis for major incidents, reporting back to customers and internal senior stakeholders in a timely manner.
- Report on and track problems and issues relevant to customers, presenting timely and insightful updates to relevant stakeholders and driving forward continuous improvement activity to ensure problems and issues are fully and effectively resolved.
- Chair regular monthly service reviews, recording and tracking actions, and reporting performance to customers' Service Managers and facilitating a common review against agreed service levels.
- Lead in-life change requests on services, coordinating impact assessments and implementation of changes into the Worldline organization.
- Sophisticated skills in analyzing complex data to produce succinct information appropriate for its audience.
- Strong and proven experience in relationship management, problem-solving, and communicating effectively with internal and external stakeholders at all levels.
- Proven experience in building excellent relationships with senior executives.
- Good working knowledge of Excel and other Windows-based programs, with the ability to organize and analyze data in a structured manner.
- Excellent organizational skills required to manage end-to-end service processes.
- Ability to be flexible and work to changing priorities demanded by customer requirements.
- Easily able to move between the detail and the big picture on issues, understanding and explaining the complexity of challenges and possible solutions.
- Proven experience managing customer escalations, displaying sensitivity towards customers while protecting Worldline interests.
- Part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career.
- 30 days holiday + 4 bank holidays.
- Employee private medical cover, access to a virtual GP service.
- Access to discounts and cash backs on shopping.
- Purchase a range of flexible benefits through salary sacrifice.
- Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme.
- Pension – the company will match contributions up to 10%.
We will endeavour to respond to all applicants within 7 working days. If selected, you can expect a screening interview with a recruiter and if moving to the next stage, there will be an interview with a Line Manager.
