Customer Success Analyst, POS Retention

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. 

The Customer Success Analyst role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Global Payments POS relationships. 
 

What will you be doing?

• Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs

• Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships

• Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio

• Interprets competitor statements/quotes and performs rate analysis. Negotiates directly with clients using consultative conversation to retain account and maximize revenue potential

• Responds quickly and effectively to all requests for account review, rate analysis, product information, account terminations, reimbursements, etc. whether from internal or external customers

• Stays current on Global Payments POS products, services and important industry changes in order to assign appropriate solutions to client requests 

• Identifies product offerings for existing clients

• Places proactive outreach to newly assigned accounts to establish a relationship

• Answers inbound calls from customers and resolves inquiry.

• Manages and resolves client complaints, providing excellent service and follow-up

• Ensures alignment with sales or service teams to ensure customer satisfaction 

• Identifies triggers for attrition and can represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to clients, teammates and leadership

• Maintains compliance standards for Salesforce records and detailed documentation of client status and interactions

• Display a commitment to receive necessary coaching for continuous improvement and team development

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].