Senior Customer Success Manager

About this role

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

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.

## What Part Will You Play?

• Develops, implements, and executes the Customer Experience strategy. Helps to identify client and industry driven trends that may require refinements to the vision, strategy and execution of the plan. Understands and monitors industry trends and how they relate to our industry.
• Assists with 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 incentiv...