Job offer description

Responsibilities:

Lead a team of Customer Success Managers in their daily business for one or more verticals, managing and coaching to performance, quality, behavior and collaboration standards

Transform to and subsequently drive a results-oriented culture with a strong focus on driving customer success and servicing excellence

Recruit, lead and coach a team of customer success managers / account managers; proven track record of developing high-performing teams through a holistic approach that inspires and enables the team

Regularly interact and meet with customers and establish relationships with customer leadership level

Support team in complex or complicated customer negotiations (escalation point)

Business growth mindset, driving tailored programs to ensure continuous business success

Manage, prioritize and delegate work based on sales and activity pipelines as well as data analysis in close partnership with support functions and other teams

Accountable for the team revenue and growth targets in the [market] back book, understanding and articulating the impact to department and company results

Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets

Identify opportunities to constantly improve the customer experience for merchants

Innovative thinking with a passion for problem-solving; healthy pragmatism and hands-on mentality included

Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders

Personal Qualities, Knowledge, Experience and Skills Required:

Fluent English and Spanish speaker

5+ yrs of experience in managing Customer Success Teams, Relationship Management, Account Management

Bachelor degree ideally in business or equivalent

Experience and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving team engagement

Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where experience is shared

Solid track record of achieving revenue and growth targets within a multi-team organization

Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders

Ability to collaborate effectively in a matrix organization

Strong analytical mindset and proven ability to turn data into action

Cross Selling and Account Development experience in a B2B context

Sound understanding of payments, ecommerce market, opportunities, risks and challenges

Experience in working in an international environment encompassing a wide variety of backgrounds and cultures

Experience in confidently interacting with customer audiences of all seniority levels as part of business reviews, negotiations or where senior attention is required.

Job details
Sector:
Financial service activities, except insurance and pension funding
Occupation field:
Customer services clerks
Education field:
Business and administration
Work experience:
Work experience is required
Duration of work experience:
More than 5 years
Language skills:
  • English
  • Fluent
  • Spanish
  • Fluent
Required skills:
tend automatic sewing machines, Customer relationship management, customer service, Financial analysis
Salary range:
Not provided
Date of expiry:
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