Customer Success Manager

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Publish Date: Jun 24, 2022

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.


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.


Your day-to-day responsibilities include:

  • You lead and have accountability for the end-to-end service and experience of our large and complex global customers or a portfolio of smaller customers
  • You review, manage and report deviations to SLAs including development of any service improvement plans  
  • You coordinate and report on root cause analysis for major incidents and report back to the Customer and internal senior stakeholders in a timely manner 
  • You report on and track problems and issues relevant to your customers and present timely and insightful updates to relevant stakeholders, driving forward continuous improvement activity to ensure problems and issues are fully and effectively resolved
  • You chair regular monthly service reviews, record and track actions, and report performance to the customer’s Service Manager and facilitate a common review against agreed service levels 
  • You lead any in-life change requests on the services coordinating the impact assessment and implementation of such changes into the Worldline organisation 
  • You lead the coordination of Ingenico platform bug fixes, maintenance and updates which might impact your customer(s) 
  • You lead escalations following the agreed service governance structures into the Worldline service delivery organisation to resolve and prioritise service affecting issues 
  • You are actively involved in new business initiatives, influencing business decisions and outcomes at peer to executive level 


Signs of success:

  • You deliver against contracted customer objectives and SLAs
  • You deliver first class customer experience and facilitate positive customer satisfaction levels across all parts of the relationship
  • You operate with a high level of autonomy utilising relevant process and procedures  
  • You tackle and agree customer service plans ensuring ease of contact and escalation paths into Ingenico 
  • You deliver quantified quality of service action plans which detail remedial actions 
  • You seek to actively develop opportunities to increase revenues and / or sales opportunities through delivery of excellent customer service and building strong relationships with your customers
  • You identify opportunities to build a long term strategic partnership with your customers, ensuring strong trust in the Worldline brand and the service experience we deliver
  • You follow through on your commitments and bring a customer first approach to all that you do


Skills we can’t do without:

  • You have graduated from higher education with a relevant degree or similar
  • You have profound experience in leadership and relationship/stakeholder management
  • You possess sophisticated knowledge of customers IT systems and applications, domestically and/or globally 
  • You have sophisticated skills in analysing complex data to produce succinct information appropriate for its audience 
  • You have strong and proven experience in relationship management, problem solving and communicating (written & oral) effectively with internal and external stakeholders at all levels
  • You have proven experience in building excellent relationships with senior executives
  • You possess a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize and analyze data in a structured manner 
  • You pride yourself on your excellent organisational skills required to manage end to end service processes 
  • You have the attitude and ability to be flexible and work to the changing priorities demanded by the customer requirements 
  • You are easily able to move between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions 
  • You have proven experience managing customer escalations, displaying sensitivity towards customers while protecting Worldline interests
  • You possess high level of self-motivation, enthusiasm and initiative 
  • You display a high level of integrity, courtesy and diplomacy at all times


Skills we’d like:

  • You prove solid knowledge of the payments industry
  • You have a validated understanding of ITIL i.e a qualification in ITIL Foundation, ITIL Practional or ITIL Intermediate


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.

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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