Customer Success Manager

SIX Payment Services; City of Edinburgh; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading payments technology company in Edinburgh is seeking a Customer Success Manager. In this role, you will be responsible for leading the service experience for a portfolio of customers, managing relationships, and driving service improvements. The ideal candidate will have strong skills in communication, problem-solving, and data analysis. This position offers a dynamic work environment with significant opportunities for professional growth.

Benefits

30 days holiday + 4 bank holidays

Employee private medical cover

Access to discounts and cash backs on shopping

Life assurance

Pension matching contributions up to 10%

Qualifications

• Sophisticated skills in analyzing complex data.
• Proven experience in relationship management.
• Ability to manage customer escalations and communicate effectively.

Responsibilities

• Lead and manage the end-to-end service experience for customers.
• Coordinate service improvement actions and root cause analysis.
• Track problems, report updates, and chair monthly service reviews.

Skills

Relationship management

Problem solving

Communication

Data analysis

Organizational skills

Flexibility

Tools

Excel

PowerPoint

Word

Job description

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Customer Success Manager

Date posted 02/04/ Location Edinburgh | United Kingdom Company Worldline

Customer Success Manager

Dalgety Bay, Scotland

ThisisWorldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the future of payments.

The Opportunity

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Customer Success Manager, then get ready to join our company!

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement and customer experience. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative, and process-driven colleague to our team.

Day-to-Day Responsibilities

1. You lead and have accountability for the end-to-end service and experience of a portfolio of customers
2. You review, manage and report deviations to SLAs including development of any service improvement plans and co-ordination of incidents and root cause analysis
3. You lead and co-ordinate necessary service improvement actions and own the improvement plan, including regularly reviewing with the customer and bringing the necessary technical or senior input into the process.
4. You coordinate and report on root cause analysis for major incidents and report back to the Customer and internal senior stakeholders in a timely manner
5. You report on and track problems and issues relevant to your customers and present timely and insightful updates to relevant stakeholders, driving forward continuous improvement activity to ensure problems and issues are fully and effectively resolved
6. You chair regular monthly service reviews, record and track actions, and report performance to the customer’s Service Manager and facilitate a common review against agreed service levels
7. You lead any in-life change requests on the services, coordinating the impact assessment and implementation of such changes into the Worldline organisation

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude, and a hunger to learn and grow. In practice, this means:

1. You have sophisticated skills in analysing complex data to produce succinct information appropriate for its audience
2. You have strong and proven experience in relationship management, problem solving, and communicating (written & oral) effectively with internal and external stakeholders at all levels
3. You have proven experience in building excellent relationships with senior executives
4. You possess a good working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.), and have the ability to organize and analyze data in a structured manner
5. You pride yourself on your excellent organizational skills required to manage end-to-end service processes
6. You have the attitude and ability to be flexible and work to the changing priorities demanded by the customer requirements
7. You are easily able to move between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions
8. You have proven experience managing customer escalations, displaying sensitivity towards customers while protecting Worldline interests

Perks & Benefits

At Worldline, you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

1. Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
2. Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career.
3. Have 30 days holiday + 4 bank holidays
4. Have employee private medical cover, access to a virtual GP service
5. Access to discounts and cash backs on shopping *
6. Purchase a range of flexible benefits through salary sacrifice
7. Have Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
8. Have Pension – the company will match contributions up to 10%

Application Process

We will endeavour to respond to all applicants within 7 working days. If selected, you can expect a screening interview with a recruiter and if moving to the next stage, there will be an interview with a Line Manager.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude, and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career — wherever you decide to go. Join our global team of 18,000+ innovators and shape a tomorrow that is yours to own.