Customer Success Manager

Datum: 25-nov-2022

Plaats: Zaventem, Vlaams-Brabant, BE

Bedrijf: 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

 

Customer Success Manager

 

Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you. So if you are a highly skilled Customer Success Manager looking to make a real impact on the world, join our journey!

 

The opportunity

 

 

Our mission is to inspire and connect businesses in the world of payments and to exceed the expectations of our customers. To contribute to the mission of Regional Business, 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 implement interactions with our customers in various stages of their relationship with us; establish best practices, continuously work on improving the quality of service delivery and measure customer satisfaction.

 

Your day-to-day responsibilities include

 

  • Serves as the primary point of contact to the assigned customer(s) regarding overall and day-to-day service delivery;
  • Builds and maintains strong operational customer relationships, and participates in customer meetings regarding operational performance to ensure customer satisfaction;
  • Responsible for safeguarding and improving the quality of services that are delivered with regard to the agreed SLA;
  • Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports;
  • Mitigating and solving escalations, for the assigned customers
  • Promotes the organization's capabilities and works to achieve contract extension or to win additional business within the customer(s) in close collaboration with Sales
  • Act as main counterpart for the assigned customer relationship manager
  • Managing assigned customer queries by being knowledgeable for the merchant on Regional Business products & processes
  • Support Business Projects actively with close interactions with other departments
  • Providing training to the assigned customers

 

Signs of success

 

As a successful hire, you support and accelerate our company's revenue growth by doing what you do best: deploying operational excellence and leading team objectives that aligns with our commercial objectives. Through collaboration with other departments in the business, you will build our reputation as a trusted partner and thought leader in the online payment space.. 

  • 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
  • You are willing and able to gain a good functional understanding of operational flow
  • You go the extra mile if needed, no 9-5 mentality
  • Strong stakeholder management
  • You have excellent communication skills and you know how to make a merchant value the relationship with Worldline
  • You feel very passionate about communication & taking care of customers

 

Skills we can't do without

 

  • Minimum Bachelor-level or equivalent by work experience
  • 3 to 5 years working experience in a comparable role
  • Fluent communication skills in Dutch/English, both verbal and written
  • A compelling communicator and team player with a strong analytical skill set

 

Skills we'd like

 

It would be great if you have the following skills, too:

  • Payments/fintech industry experience is a plus
  • Salesforce experience is preferred

 

Perks & benefits

 

Next to a rewarding salary, we offer you the following local benefits in this role:

  • Possibility to work from home
  • A strong emphasis on personal growth with training and coaching
  • Pension plan
  • Car and mobile phone policy

 

Grow with us, create tomorrow

 

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.
 

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.

 

Learn more about life at Worldline on careers.worldline.com

De 20.000 medewerkers van Worldline zijn allemaal verschillend, maar delen dezelfde waarden. Je kunt het zien aan de manier waarop we ons gedragen. We zijn nieuwsgierig en nederig - we leren elke dag, we houden het simpel en iedereen betrokken. In onze snel veranderende branche zijn we flexibel en leren we een leven lang. Iedereen toont dezelfde toewijding aan kwaliteit en efficiëntie. We hebben een ondernemersgeest en gevoel voor service. Bovenal keren we een uitdaging nooit de rug toe. Deze waarden zorgen voor een dynamisch en innovatief team waar iedereen zich kan ontwikkelen en groeien.