Customer Success Manager

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Publish Date: Nov 25, 2022

Location: Zaventem, Vlaams-Brabant, BE

Company: worldline

 
About Worldline
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.

 

Mission:

 

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.

 

 

Values:

Innovation, Excellence, Cooperation, Empowerment

 

Purpose of your Role:

  • 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:

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

 

Perks & benefits

 

Next to a competitive and attractive salary and joining an ambitious multicultural team, 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 and Medical Insurance 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 .


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