Customer Success Manager

Job content

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 new world of commerce to exceed the expectations of their customers.

To contribute to the mission of our Global Key Accounts, 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

About the team

You will be part of the customer success managers team servicing our global key accounts in the Merchants Services business line covering the majority of segments in which our merchants are active: retail, hospitality & travel, petrol, self-service (Vending, EV charging & parking),…

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 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 Digital Commerce 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
• Payments/fintech industry experience is a pre
• 3 to 5 years working experience in a comparable role
• Fluent communication skills in English and Dutch, both verbal and written
• Salesforce experience is preferred
• A strong communicator and team player with strong technical affinity and understanding

Skills we’d like:

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

• Payments/fintech industry experience is a plus

Grow with us, create tomorrow

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, 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