Senior Customer Success Manager (Spanish Speaker)

Wefee1 Technology DMCC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology company specializing in payment solutions is seeking a Senior Customer Success Manager fluent in Spanish and English. The successful candidate will manage client relationships, ensure customer satisfaction, and mentor junior team members. Ideal applicants have a Master’s degree and 3-5 years of experience in customer success, preferably in SaaS. This role includes an excellent benefits package and a competitive salary.

Benefits

Tier 1 medical insurance for employees and dependents

25 days of annual holiday

Global career progression opportunities

Wellbeing initiatives, social events, and charitable activities

Office with views of JLT park, lake, and Dubai Marina

Team-building activities

Qualifications

• 3-5 years of experience in customer success, preferably in SaaS companies or tech startups.
• Knowledge of the F&B and Retail industries is a plus.

Responsibilities

• Manage mid to large clients with higher technical complexity.
• Guide new customers through onboarding and loyalty program setup.
• Advocate for customer needs and feedback within the company.

Skills

Fluent in Spanish

Fluent in English

Strong communication skills

Detail-oriented

Analytical thinking

Education

Master's degree or equivalent experience

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid, and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success, and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

We are looking for an organized, analytical, and empathetic Senior Customer Success Manager (CSM), fluent in Spanish and English, with excellent relational and communication skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He or she will be responsible for providing an excellent customer service experience and helping customers achieve their business goals by managing and updating their loyalty programs.

Customer Success Manager Responsibilities:

1. Customer Onboarding and Relationship Management:

• Manage mid to large clients with higher technical complexity, acting as a project manager to ensure smooth onboarding.
• Maintain strong, long-term relationships with assigned clients, acting as their main point of contact after the sales process.
• Guide new customers through onboarding, ensuring they understand how to use the product effectively and assist in defining and setting up their loyalty programs in the backend.
• Ensure customer satisfaction by proactively addressing issues and concerns, coordinating with internal teams for swift resolution.
• Raise technical or integration-related requests to the Support team.
• Escalate relevant situations to managers promptly.

Customer Success and Retention:

• Advocate for customer needs and feedback within the company to influence product development and improvements.
• Assist clients in achieving their goals by optimizing loyalty campaigns based on KPIs, brainstorming new features, and suggesting strategies tailored to their needs.
• Develop and execute success plans aligned with each customer’s goals throughout their lifecycle.
• Identify opportunities for upselling additional features, services, or higher-tier plans.

Management and Mentorship:

• Mentor Junior CSMs and serve as a go-to resource for technical or process questions.
• Handle escalations and retention calls efficiently.
• Oversee internal initiatives and ensure timely delivery.

Customer Success Manager Requirements:

• Strong written and verbal communication skills in both Spanish and English.
• Master’s degree or equivalent experience.
• 3-5 years of experience in customer success, preferably in SaaS companies or tech startups.
• Detail-oriented, analytical, and creative thinker.
• Proven ability to increase customer satisfaction.
• Knowledge of the F&B and Retail industries, and familiarity with customer engagement and loyalty solutions is a plus.

The work hours are from 12:30 pm to 10:00 pm, as the team manages clients across different regions worldwide.

In addition to a competitive salary, benefits include:

• Tier 1 medical insurance for employees and dependents (worldwide coverage).
• A positive, productive, and energetic work environment.
• 25 days of annual holiday.
• Global career progression opportunities.
• Wellbeing initiatives, social events, and charitable activities.
• Office with views of JLT park, lake, and Dubai Marina.
• Team-building activities.