Senior Customer Success Manager

Global Payments; Toronto; On-site; CAD 168,000 - 211,000; Full time

Job summary

A leading financial services company in Toronto seeks a Senior Customer Success Manager. The ideal candidate will have over 10 years of experience, primarily in client-facing roles in the financial sector. This role is responsible for managing client relationships, developing strategies to enhance client outcomes, and leveraging key performance indicators to ensure satisfaction. Competitive salary with incentives offered.

Qualifications

• 10+ years of relevant experience in client-facing roles.
• Experience in the financial industry, particularly credit card processing or banking.
• Understanding of key performance indicators (KPIs) for client satisfaction.

Responsibilities

• Develop and implement Success Plans to drive client satisfaction.
• Lead initiatives to foster strong relationships with clients.
• Create strategies that align business goals with client outcomes.

Skills

Client relationship management

Strategic planning

Performance optimization

Education

Bachelor's Degree

Job description

Role Summary

The role of a Senior Customer Success Manager is to be an expert of their North American Issuer Solutions client(s) business strategy, goals and objectives. The Senior Customer Success Manager identifies success metrics for their client(s) and crafts Success Plans to drive overall client satisfaction and growth. The role will lead initiatives to foster strong client relationships, measure TSYS Product value for adoption and retention, identify whitespace opportunities, and ultimately drive measurable organic growth. The role will develop strategies to drive client outcomes, utilizing the TSYS organization and Customer Success Management best practices. The Senior Customer Success Manager will also serve as a role model / coach to help mentor and develop other Customer Success team members.

Essential Functions

Maintains expert knowledge and understanding of industry, market and business trends

Focuses on the most high impact activities for the client and business, and constructs strategies that drive client outcomes forward

Navigates competing agendas to establish united goals and aligns multiple stakeholders to speak with “one voice” to the client

Becomes valued industry advisor for clients and leverages TSYS organization as a tool to drive client success

Creates novel approaches to solve complex problems, to include challenging client’s thinking

Utilizes key performance indicators (KPIs) to optimize client satisfaction and account health

Establishes and maintains healthy key client relationships, to include executive-level stakeholders

Promotes continuous personal development and cross-pollination of knowledge across their teams to develop more advanced expertise

Introduces ideas to improve Customer Success Management best practices

Seeks opportunities to train, coach and mentor Customer Success team members

Models a growth mindset by exhibiting a willingness to step into unfamiliar situations

Serves as role model for consistent persistence amidst significant challenges

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor\'s Degree
• Relevant Experience or Degree in : Finance, Marketing, Business, etc.; Combination of relevant training and / or experience in lieu of degree
• Typically Minimum 10+ Years Relevant Exp
• Experience in client facing roles and / or financial industry.
• Prior experience in credit card processing and / or banking is highly desirable
• This position offers a competitive base salary plus a sales incentive program, with on-target earnings (OTE) between $120K and 150K USD

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of the Global Payments / TSYS.