Customer Success Manager - EMEA

Why Verifone

For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third-party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services and are obsessed with customer happiness.

Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

As a Customer Success Manager, you will be empowered to work across all parts of Verifone to ensure the customer is fully supported in their needs and manage the health of the customer every step of the way. You will enhance satisfaction by driving actions and resolutions, identifying challenges and resolving issues, regularly communicating with customers, providing QBR KPIs and health overview and building trusted customer relationships. 

What you'll do:

• Act as customer liaison to ensure customer satisfaction with solutions and service by driving excellence and best in class support across the Verifone teams
• Escalation contacts for customers for operational challenges that require additional support to drive resolution
• Active presenter at customer QBRs coordinating across Sales/Account Management, Operations and Customer Success Support teams to prepare QBR documentation including Customer Health review
• Act as customers’ advocate when delivering changes, system releases and ongoing product enhancements.
• Leverage KPIs to proactively report project and service progress to customers and collaborate on areas of improvement
• Build and grow customer relationships, while deepening knowledge of the customer and becoming a trusted partner
• Track customer incidents, inquiries, tickets and conduct regular reviews with customer to ensure alignment on priorities and status
• Manage customer communication process and templates, including quarterly review and distribution to support teams
• Identify and escalate potential conflicts with priorities, that could lead to customer impacts/escalations

Skills and Experience we desire

• Bachelor’s degree in business administration or a related field
• 5+ years of experience in customer success, account management, sales, or consulting
• 5+ years of domain expertise in industries such as SaaS or fintech.
• Demonstrated proficiency in customer relationship management, initiative coordination, issue resolution, and exceptional communication and presentation skills

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.