Senior Customer Success Manager (Spanish Speaker)

Global Payment Holding Company; Dubai; On-site; AED 312,000 - 469,000; Full time

Benefits offered by this job

Medical insurance

25 days annual holiday

Career progression opportunities

Office with views

Job summary

Global Payments Inc. is seeking a Senior Customer Success Manager in Dubai to guide mid to large clients through onboarding, manage ongoing relationships, and drive loyalty program success. The role requires fluency in Spanish and English and a passion for tech, F&B, and retail sectors.

You will mentor junior CSMs, coordinate with cross-functional teams to resolve issues, and identify opportunities for upselling and feature enhancements to help clients achieve their business goals.

Qualifications

• Masters degree or equivalent experience.
• 3-5 years of customer success in SaaS/tech startups.
• Detail oriented, analytical and creative thinker.
• Knowledge of the F&B and Retail industries and of customer engagement and loyalty solutions is a plus.

Responsibilities

• Take in charge mid to large clients with higher technical complexity and act as a project manager for onboarding.
• Own the overall relationship with assigned clients and be their main point of contact.
• Guide new customers through onboarding and define their loyalty setup in the product backend.
• Address customer issues proactively and coordinate with internal teams for swift resolution.
• Raise customer requests to Support for tech/integration issues; escalate as needed.
• Develop and execute success plans based on KPIs and client goals.

Skills

Spanish fluency

English fluency

Education

Masters degree

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 1300 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.

Como is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue build strong relationships with their clients know them better and keep them coming back. Comos turnkey all-in-one SaaS platform is flexible easy to manage and affordable for any size business. It features a full CRM enterprise-level actionable data advanced loyalty and promotion engine sophisticated marketing automation omnichannel communication auto-generated AI campaigns customized and branded mobile app and much more.

We are looking for an organized analytical and empathetic Senior CSM who is fluent in Spanish and English with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.

Customer Success Manager Responsibilities:

Customer Onboarding and Relationship Management:

• Take in charge Mid to Large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the client

• Own the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong long-term relationships with customers acting as their main point of contact

• Guide new customers through the onboarding process ensuring they understand how to use the product effectively and help them defining and setting-up their loyalty in the product back-end

• Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution

• Raise customers requests to the Support team when it comes to tech/integration related issues

• Escalate relevant situations to Managers in a timely manner

Customer Success and Retention:

• Serve as the voice of the customer within the company advocating for their needs and feedback to influence product development and improvements when needed

• Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs brainstorm about new features and enhancements to the loyalty program challenge clients and suggest new strategies tailored to their needs and objectives

• Develop and execute success plans tailored to each customers goals and objectives throughout the client lifetime and based on KPIs analysis

• Identify opportunities for upselling additional features services or high-tier plans to existing customers

Management and Mentorship:

• Act as a Mentor to Junior CSM and a go to person for technical or process related questions

• Handle efficiently escalations and retention calls

• Oversee internal initiatives and own the delivery

Customer Success Manager Requirements:

• Strong written and verbal communication skills both in Spanish and English
• Masters degree or equivalent experience
• 3-5 years of experience in customer success (in SaaS companies or Tech startups preferably)
• Detail oriented analytical and creative thinker
• Demonstrated ability to increase customer satisfaction
• Knowledge of the F&B and Retail industries and of customer engagement and loyalty solutions is a plus

The teams have assigned clients in different regions worldwide therefore the work timings will be as follows 12.30pm to 10.00pm.

In addition to a competitive salary youll have access to an excellent benefits package including:

• - Tier 1 medical insurance for team member and dependents upon joining(worldwide coverage)
• - A positive productive and energetic work environment!
• - 25 days annual holiday
• - Global career progression opportunities
• - Wellbeing initiatives regular social events and charitable initiatives to give back to our community
• - Office with amazing views on JLT park lake and Dubai Marina
• - Exciting team-building activities

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .

Required Experience:

Manager