Overview
The Customer Success Operations Specialist is responsible for coordinating implementation projects, such as regulatory or migration projects, and for resolving complex Premier customer support queries and day-to-day operational requests. The role will involve liaising closely with Premier customers, the Irish Customer Success Manager and the Premier Service Desk (PSD) to ensure successful customer project completion on time. The Customer Success Operations Specialist will also have a deep understanding and passion for the customer journey, executing on continuous improvements to facilitate the ideal customer experience.
Duties And Responsibilities
* Providing world-class customer support is our mantra. Coordinate closely with our Premier customers, Customer Success Managers, Premier Service Desk colleagues to manage Premier customer projects through to completion and on time, ensuring the highest levels of customer satisfaction.
* Coordinate activities across all required functions to ensure implementation, migration or regulatory project completion for the customer.
* Support Field Sales teams when called upon by the Customer Success & Service leadership team to ensure collaboration with sales to create a great experience for new customers.
* Provide support in customer product selection and solutions to overcome obstacles to product adoption.
* Work closely with the Customer Success Manager and attend customer meetings to identify and share best practices so that customers get the greatest value from products and services in line with their customer success plan.
* Build and maintain productive, lasting relationships with Premier customers to reflect the quality of service and product offering.
* Liaise cross-functionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and adoption of products and services.
* Analyze the onboarding and in-life experience for new and existing Premier customers to ensure a seamless, smooth, consistent approach throughout.
* Collect Premier customer feedback throughout interactions and ensure this is communicated, understood and tracked with the Voice of the Customer Team to improve customer experiences with Global Payments.
Competencies (Knowledge / Skills Or Abilities / Behaviour)
* Minimum 5 year’s experience in a customer-facing role, handling large enterprise customers through operations, onboarding and general support.
* Ability to be office-based, at the BOPIA office five days a week onsite.
* Clear communicator with excellent written, verbal and listening skills.
* Ability to collaborate cross-functionally to understand customer requirements and translate them into effective implementation.
* Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
* Excellent problem-solving skills and the ability to use experience to complement data.
* Excellent customer service skills with a passion for high-quality solution and product implementation.
* Ability to build and maintain strong, productive relationships.
* Ability to prioritise and respond to customer issues with the required urgency.
* Ability to work comfortably with internal systems, Excel, PowerPoint and Google’s suite of equivalent products.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Financial Services and IT Services and IT Consulting
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