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Customer Success Manager (Junior)

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Publish Date: Nov 25, 2021

Location: Edinburgh, Scotland, GB

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

 

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Customer Success Manager, then get ready to join our company!

 

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

 

Wordline operates a Professional Services capability providing client engagement and the delivery of exceptional customer outcomes. The Professional Services team drives revenue and efficiency for the business at both a billable level and more generally with customers.

 

The Customer Success team is responsible for the day to day experience of our customers. The Customer Success Manager (junior) is Responsible for supporting the end-to-end service experience of the customer. Helping the development of strong mutually beneficial customer relationships. Supporting delivery of customer service levels and support to contracted standards. Working closely with the owner of the overall service on behalf of Ingenico, building relationships mid to senior level within the customers organisation. Collecting analysing and presenting, customer data and insight in support of weekly, monthly and other meetings. Identifying opportunities to improve customer satisfaction and drive service improvement efficiencies. This role is customer facing.  

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

 

Your day-to-day responsibilities include:

  • Support the Global Service Manager (GSM) in the full end to end service for large and more complex global customers and / or portfolio of contracts 
  • Attend regular monthly service reviews, record and track actions, and report performance to the customer’s Service Manager 
  • Reporting deviations to SLAs and support service improvement plan actions to improve the situation  
  • Problem management coordination, reporting and tracking presented to the customer  
  • Support any in-life change requests on the services coordinating the impact assessment and implementation of such changes into the Ingenico organisation 
  • Coordination of Ingenico platform bug fixes, maintenance updates which might impact the customer 
  • Support the GSM in the case of customer escalation
  • Actively involved in new business initiatives, feeding in customer knowledge and opinion, being the voice of the customer

 

Signs of success

  • You deliver on time and to the stated requirements, with clear communication of any unavoidable delays or changes
  • You tackle new challenges with fresh eyes and an eagerness to learn and improve
  • You identify improvement opportunities and engage with owners and stakeholder to push for change
  • You follow through on customer promises and build that into a trusted working relationship  

 

Skills we can’t do without:

  • Able to analyse complex data to produce succinct information appropriate for its audience 
  • Good relationship, problem solving and communication skills 
  • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organise/analyse data in a structured manner 
  • Good organisational skills required to manage end to end service processes 
  • Ability to be flexible and work to the changing priorities demanded by the customer requirements
  • Exemplary time management 
  • High level of self-motivation, enthusiasm and initiative 
  • High level of integrity, courtesy and diplomacy 

 

Skills we’d like:

  • Knowledge of customers IT systems and applications, domestically and/or globally 
  • An understanding of card payments and associated technologies
  • Project management or coordination

 

 

More reasons to join us

 

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

 

Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

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.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow


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