This is Worldline.
Worldline helps businesses of all shapes and sizes to accelerate their growth journeyquickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across five continents. Just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
Join Worldline, the European leader in digital payments and a key player in the global financial technology sector. As a member of our dedicated team, you will play a vital role in transforming the customer experience, ensuring our enterprise accounts receive unparalleled support and service as we shape the future of commerce.
Customer Success Manager
Worldline is looking for a highly skilled Customer Success Manager to enhance our customer engagement strategies and support enterprise accounts in our Merchant Services business line, specifically within the Retail segmentcovering grocery, convenience, discounts, department stores, DIY, electrical, and specialty merchants.
Key Responsibilities:
* Service Delivery Management:
* Act as the primary contact for service delivery, ensuring high quality services and adherence to contractual SLAs and Service Level Objectives (SLOs).
* Monitor SLA/SLO performance and compliance, providing detailed reporting to customers.
* Performance Improvement:
* Coordinate root cause analysis for SLO breaches and implement improvements with relevant stakeholders.
* Manage customer escalations and complaints, ensuring swift resolution and involvement of management when necessary.
* Customer Relationship Building:
* Develop and maintain strong operational relationships with customers and internal teams.
* Oversee timely implementation of projects, ensuring alignment with customer needs and business objectives.
* Operational Excellence:
* Contribute actively to problem solving initiatives, suggesting process improvements and ensuring the team meets SLA commitments.
* Foster strong relationships within the team and across departments to enhance service quality.
Who Are We Looking For?
We seek proactive and empathetic individuals who are dedicated to delivering outstanding customer service and driving operational excellence. Ideal candidates will exhibit the following qualities:
1. A