Senior Customer Success Manager

Heartland Payment Systems Charlotte , NC 28201

Posted 2 months ago


The most essential role of the Sr Customer Success Manager is to build, develop, and support Xenial client's, serving as both leader and collaborator. Additionally, the Sr Customer Success Manager is expected to proactively provide senior-level strategic guidance to all internal and external customers. Important to the ongoing success in this role, is staying current with marketing and customer engagement trends, to help drive product innovation.

Job Details:

What will you be doing?

  • Ability to lead and manage the day-to-day relationship with key national accounts

  • Responsible for ensuring overall client satisfaction with company products and services

  • Form and maintain client relationships through interaction with all levels of a client's organization to build long term relationships

  • Possess a strong understanding of clients' marketing goals to help clients meet or exceed their marketing objectives

  • Work with clients to plan and manage strategic initiatives and identify opportunities to build client case studies

  • Schedule & facilitate quarterly reviews with clients

  • Create timelines for executing campaigns and manage internal team resources and/or the clients' third parties to meet deadlines

  • A/B testing campaigns to trial new ideas for effectiveness

  • Provide reporting on campaign results to initiate additional recommendations and best practices to our client

What are the requirements?

  • Bachelor's degree required, a liberal arts undergraduate or advanced degree (e.g. Masters) is a bonus

  • 2-3+ years of client account management experience in B2B SaaS companies in the marketing, CRM or ecommerce platform industry, or digital marketing agency managing large enterprise brand client accounts.

  • Experience in marketing or a business function for a large enterprise brand in restaurants or retail.

  • Self-Starter; goal oriented; persuasive

  • A confident and articulate communicator capable of inspiring strong collaboration in an organization

  • Strong communication, interpersonal and presentation skills

  • Keen business acumen

  • Strong analytical and problem solving skills

  • Solid time management, organization and prioritization skills

  • Have experience with data analytics tools (Tableau, Microsoft BI, or related product)

  • Position requires approximately 10-15% travel

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

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Senior Customer Success Manager

Heartland Payment Systems