Senior Customer Success Manager

JOB SUMMARY:

The Senior Customer Success Manager (CSM) is a role with direct accountability for driving success into long-term relationships of the On Demand group, along with ensuring very high retention rates and customer loyalty scores. The CSM has direct responsibility for identifying revenue protection and expansion opportunities and providing ongoing account management for a territory of existing customers. This responsibility includes multi-year account planning and relationship management of major accounts, orchestration of executive level relationship management with customers and senior/executive leadership and account get-to-green planning. The CSM has indirect responsibility to expand revenue from cross-sell and up-sell through a lead generation process leveraging insights from the account monitoring.

REQUIRED SKILLS & EXPERIENCE:

• 10+ years’ experience in customer facing roles
• Experience in the ecommerce/payments sector (recurring revenue business models, commercial and contractual term-based software license agreements)
• Technical understanding of payment workflows
• Hands on mentality and solution oriented mindset
• Strong business and negotiation skills
• Primary Location DE-DE-Munich

DIMENSIONS:

Standard work environment

Majority of time spent on PC (Phys. Req.) Travel as necessary (40-60%)

JOB ACCOUNTABILITIES:

• Execute a consistent approach for major account planning and relationship management. Ensure these account plans are robust and tested.
• Systematically identify and measure growth and expansion opportunities.
• Expand Relationships through effective Lead Generation by expanding revenue in accounts through cross-sell and up-sell opportunities.
• Communicating proactively with differing organizations, surfacing opportunities and/or issues.

o    Lead the account team(s), ensuring collaboration within the team and across the customer lifecycle to deliver optimal results for both the customers and us as a Company.

• Achieve defined metrics including but not limited to, backlog growth, annual revenue and customer satisfaction.

Join us as we “DRIVE PAYMENTS AT THE SPEED OF CHANGE”.

We are ACHIEVERS, COLLABORATORS, INNOVATORS. We come together from across the GLOBE with a singular goal – to POWER global commerce with our INNOVATIVE technology solutions.

We are a Universal Payments company, powers electronic payments and banking for more than 5,000 financial institutions, retailers, billers and processors around the world. Our software processes $13 trillion in payments and securities transactions for more than 250 of the leading global retailers, and 21 of the world’s 25 largest banks. We have a definitive vision of how electronic payment systems will look in the future and we have the knowledge, scale and resources to deliver it. As a Senior Customer Success Manager in Munich, you too can help us drive payments at the speed of change.