Customer Success Manager

Worldline

  • Dalgety Bay, Fife
  • Permanent
  • Full-time
  • 2 months ago
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  • Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
  • Have a strong Customer relationship as well as an effective internal network to ensure customer retention.
  • Ensure the follow up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldline's Problem to resolution processes.
Your day-to-day responsibilities includeService Level Management
  • Ensure High quality Services.
  • Contractual SLA, Service Level Objective (SLO) expertise.
  • Monthly internal dashboard reporting (SLA/SLO Fulfilment).
  • Continuous Monitoring SLA/SLO performance and compliance.
  • Provide detailed SLO reporting to customer as part of SLA, on demand, or via standard push reporting. Quality and Continuous.
Improvement
  • Coordinate and report to both Customer & Internal Stakeholders, on SLO Breach Root Cause Analysis (RCA).
  • Identify structural issues proactively, analyse and ensure implementation of improvements.
  • Keep track and report on your customer's issues to relevant stakeholders and ensure full & effective resolution.
  • Monitor tickets and ensure escalation when needed.
  • Customer escalations/ complaints: own, lead, follow up and ensure fast involvement of Management, via Official Escalation Process.
  • Capture results of NPS, Tactical & Weather CSAT, and take appropriate actions.
Customer Relationship
  • Build and maintain strong operational customer relation.
  • Build and maintain strong internal network, and support actively Business Projects with Sales, Customer Services and other departments.
  • Manage, on time, implementations and/or roll outs (Controlling project schedule, risks, scope of work, financial awareness.
  • Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms, Business products and processes, and get knowledgeable for assigned customer queries.
Operational Excellence
  • Actively provides relevant input in problem solving activities and implements agreed solutions.
  • Searches and suggests areas for process improvements in their respective field of responsibility.
  • Contributes actively to the department's/team's SLA.
  • Build strong relationships with your team and other internal stakeholders to ensure that you can grow your knowledge and confidence as well as to help you resolve customer request with highest service quality in the most efficient way.
Signs of successAs a successful hire, you support and accelerate our company's revenue growth by doing what you do best: deploying operational excellence and leading team objectives that aligns with our commercial objectives. Through collaboration with other departments in the business, you will build our reputation as a trusted partner and thought leader in the online payment space.
  • You are B2B client oriented and have a positive pro-active professional attitude
  • You love working together in a team to come up with the perfect solution to every challenge
  • You have excellent people, project and time management skills
  • You are willing and able to gain a good functional understanding of operational flow
  • You go the extra mile if needed, no 9-5 mentality
  • Strong stakeholder management
  • You have excellent communication skills and you know how to make a merchant value the relationship with Worldline
  • You feel very passionate about communication & taking care of customers
Skills we can't do without:
  • Minimum Bachelor-level or equivalent by work experience
  • Payments/fintech industry experience is a pre
  • 1 to 3 years working experience in a comparable role
  • Fluent communication skills in Dutch and English, both verbal and written
  • Salesforce experience is preferred
  • A strong communicator and team player with strong technical affinity and understanding
Skills we'd like:It would be great if you have the following skills, too:
  • Payments/fintech industry experience is a plus
#LI-CL1Information at a GlanceRequest ID: 300072Posting Start Date: 6/18/25Job Area: Customer ServicesWork Site: HybridContract Type: PermanentBrand: WorldlineJob Location: United Kingdom - Dalgety Bay×Cookie SettingsWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.Show More DetailsRequired Cookies Provider Description Enabled
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Worldline