Client Success Manager

Client Success Manager – Touch Net Product Power User

We are looking for a Touch Net product power user to join us as a Client Success Manager, to train, support, and help our clients be more successful while using our Touch Net products!

Plan and oversee Touch Net products and services for a designated client or group of clients. Ensure quality service and operational performance within the parameters of program and delivery standards.

Develop client relationships and understand client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.

Act as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborate with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Manage client relationships for assigned accounts across all Global Payments products and services, including TMS, VAPs and Core across Commercial, Consumer and Debit platforms.

Pull together all detail required for client business reviews, monthly and quarterly balanced scorecards, executive reviews, and GPI customer surveys.

Maintain accurate and timely forecasting for all revenue and line items on a monthly and quarterly reporting basis for assigned accounts. Validate monthly billing and ensure client stays current with no bad debt.

Identify new product services based on the strategic direction of the client’s business and own successful closure of cross‑sell opportunities to extend Global Payments revenues and footprint.

Provide quality service and operational performance within the parameters of the client’s projects and service delivery standards.

On call 24/7 to respond appropriately to ensure support groups react with empathy to client impact. Carry a cell phone and travel to client sites as needed.

• Minimum 5 years of relevant experience in University ITS and/or Campus Finance or higher education industry.
• Bachelor’s Degree or relevant training and experience in Finance, Marketing, Business, or related fields.
• Strong knowledge of the higher education technology space where commerce occurs.
• Experience with campus , e‑commerce, or payment industry.
• Working knowledge of Touch Net product suites.
• Experience with student information systems such as Ellucian Banner/Colleague, Peoplesoft, Workday, Anthology, etc.
• Ability to serve as a technical liaison between ITS and the finance office of a university.
• Strong presentation and communication skills, both verbal and written.
• Analytical, organized, detail‑oriented, and able to multitask.
• Experience with Salesforce, G Suite, Microsoft Office, and other PC skills.
• Must be able to travel as needed.

• Ability to articulate value propositions and product positioning to business and technical audiences.
• Skill in identifying and eliminating sales obstacles to close new business.
• Strong teamwork and adaptability in a fast‑paced environment.
• Enthusiasm for thriving in constant change.
• High level of customer service orientation.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.

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