Customer Success Manager

**The Opportiunity**

Our Digital Commerce 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 Digital Commerce, 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 establish best practices based off needs of the client, continuously work to improve the quality-of-service delivery, measure customer satisfaction and be the escalation point for the client to drive resolution within the organization.

Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life - people like you

**Day-to-Day Responsibilities**

You will be part of the Customer Success Managers team servicing our top global accounts in the Merchants Services business line covering our Digital and Gaming merchants.
- Serve as the primary point of contact to the assigned customer(s) regarding overall service delivery.
- Build and maintain strong operational customer relationships and participates in customer meetings regarding operational performance to ensure customer satisfaction.
- Responsible for safeguarding the quality of services that are delivered with regards to the agreed upon SLA.
- Provide detailed reports as per an agreed schedule (or on request), including management and account performance reports.
- Mitigate and drive escalations to fruition with the help of internal teams for the assigned customer base.
- Act as main counterpart for the assigned customer _commercial_ relationship manager to help drive customer satisfaction within assigned accounts.
- Support Business Projects that impact that assigned customer base with close interactions with other

**Who are we looking for?**

We look for big thinkers. People who can drive positive change, step up and show what’s next - people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

- 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
- Strong stakeholder management skills
- You have excellent communication skills, and you know how to make a merchant value the relationship with Worldline
- You are very passionate about taking care of customers
- You have great relationship-building and interpersonal skills that allow to adapt easily to different situations
- Thoughtful and attentive understanding of the needs of the clients
- You have the unique ability to deduce and solve problems quickly
- You are willing and able to gain a good functional understanding of operational flows
- You go the extra mile if needed, no 9-5 mentality
- Willing to travel

**Qualities we are looking for**:
For this challenging function in e-payments, we are looking for a talented individual with both good analytical and technical skills:

- Minimum Bachelor-level or equivalent by work experience
- Payments/fintech industry experience
- 3 to 5 years working experience in a comparable role
- Salesforce experience is preferred

**Perks & Benefits**

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

- Be 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.
- Private Medical Care
- Life insurance
- Meal and Travel reimbursement
- Attractive bonuses