Customer Success Manager

Overview

Summary of This Role The Customer Experience Manager will own, manage and develop the Global Payments Customer Experience strategy. Working with executive leaders across the segments and leadership within each segment, this role focuses heavily on generating the Customer Experience initiatives through research, insight, ongoing measurement and drive to continuously elevate our customers’ experience.

Summary
Description Summary of This Role The Customer Experience Manager will own, manage and develop the Global Payments Customer Experience strategy. Working with executive leaders across the segments and leadership within each segment, this role focuses heavily on generating the Customer Experience initiatives through research, insight, ongoing measurement and drive to continuously elevate our customers’ experience.

Design and implement strategic objectives to meet the Global Payments’ goal to move from a business model based on institutional demand to customer/client demand, with an emphasis on continuous improvement for the end to end customer experience. Primary focus would be to improve the experiences customers have with Global Payments, with the goal of increasing customer loyalty, satisfaction and increasing existing client revenue, which will drive additional revenue growth for the organization.

• Assist with developing and implementing an enterprise-wide Customer Experience strategy. Understands and monitors industry trends and how they relate to our industry.
• Supports the design and execution of the enterprise-wide program of core Customer Experience behaviors that result in customer-centric performance. These include programs to monitor and incentivize the application of Customer Experience behaviors at enterprise, business unit and team member level.
• Assists with creating and supporting ongoing communications internally and externally regarding our Customer Experience Strategy. Provides support to the lines of business to educate team members on customer experience concepts, value proposition and processes.
• Assists with alignment sessions with our customers regarding their Customer Experience goals to drive their brand recognition and organic growth. Participates and may coordinate Global Payments activities regarding the management of customer insights gained through collaboration. Gaps are assigned owners and are effectively addressed. Assists with efforts on cross-business best practice sharing and shared customer insights.
• Helps to ensure that team members are informed and engaged in Customer Experience efforts. Assists with reviewing feedback measures regarding effectiveness of communications and level of employee engagement of the Client Experience. Administers programs to publically recognize success.
• Assist in the development and execution of the Customer Experience training curriculum.
• Assists with researching, implementing and the administration of a Customer Experience technology.
• Collect data and produce metrics which support the Customer Experience program.
• Executes a continuous improvement process which includes feedback tools to ensure that customer feedback is evaluated and if improvement is appropriate. Recommends process improvements regarding the Customer Experience program.

• Bachelor's Degree
• Typically Minimum 6 Years Relevant Exp

• Experience with customer journey mapping.

• Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept/peer review).
• Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria…