As a Payment Support Manager, you will be part of the payment services group, providing support to accesso’s eCommerce and Point-Of-Sale clients across the globe. You will be responsible for terminal deployments, eCommerce payment setup, investigating service deficiencies and other payment support requests. You will liaise regularly with numerous departments internally at all levels including Development/Engineering, Product Management, Implementation, Operations, Sales and our external payment partners, and their equivalent entities globally. You will troubleshoot all service faults and enhancement requests raised by the team, offering response and resolution within agreed service level targets.
This role offers 100% remote flexibility anywhere in the US!
Director, Client Success
✈️ up to 20%
- Ensure all clients’ software and payment hardware are properly provisioned and ready to perform at the highest level.
- Partner with the Operation’s Client Success and Implementation teams on a daily basis to discuss objectives, goals, and challenges.
- Manage assignment of tasks amongst the team, taking into account client priority, team member skillset, and training opportunities.
- Maintain a strong relationship with the Engineering and Product Development teams.
- Coordinate Operations UAT of new software, firmware, and hardware releases, providing feedback to Engineering and Product.
- Ensure 24/7/365 technical support for global clients by managing the team’s on-call schedule.
- Partner with accesso Finance for proper inventory management of all hardware items.
- Act as technical escalation point for client issues, both internally and, where required, externally.
- Lead/Assist with payment boardings and configuration of requested services.
- Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability.
- Liaise/coordinate internationally with development teams and our partners to report on issues affecting the service relationship with all tiers of merchants to ensure timely resolution of client requests and optimize service continuity.
- Liaise with Product, Development, and Implementation Teams and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required
- Aside from supporting Incidents the SME function will underline requirements, as well as provide training/education for new products and improvements, enhancements, and bugs for internal and external engineering and non-technical staff
- Work streams covered by this role are scheduled, proactive & reactive in nature making this one of the most varied & flexible roles within
- Lead, motivate, train, and provide career development to teams globally.
💻
- Payment Systems and Terminals
- Jira Service Desk & Confluence
- Consulting Experience
- Payment Industry Experience
- Understanding of Alternative Payments
- Strong knowledge of payment gateways and processors
- Card present / EMV knowledge
- Terminal Management & Troubleshooting
- Risk mitigation methodology experience is strongly preferred
- Networking experience
- Competitive compensation package including discretionary annual bonus opportunity.
- 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter);
- 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;
- Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;
- 4-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement;
- Four different medical insurance plans to choose from, including an employer-contributed HSA;
- Employer-paid short & long-term disability and life insurance;
- Matching 401K;
- Unlimited access to Udemy for Business for continued learning and career development;
- A flexible work schedule around our core business hours.
Salary offered is based upon experience.
Salary Range
$95,000—$130,000 USD
At , we believe that fun is a fundamental part of the workday! From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection – so share memes and high fives 🙌 with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more! Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).
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Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues 🏟🎡🎢🚢🎻 by creating innovative technology solutions that enhance the guest journey from start to finish. Currently, employs over 500 team members around the globe 🌎, many of whom come from the industries we serve. From ticketing and eCommerce to virtual queuing and more, we understand firsthand what makes our clients and their guests smile, and we’re constantly developing new solutions to enhance the guest experience while helping our clients streamline operations and drive revenue.