Customer Success Manager

Worldline; City of Edinburgh; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global payment solutions provider is seeking a Customer Success Manager in Edinburgh. The role involves leading customer service experiences, managing relationships, and ensuring continuous improvement. Ideal candidates will possess strong analytical and communication skills, with experience in relationship management. Join a company recognized for its sustainable practices and enjoy a supportive work environment, competitive benefits including 30 days holiday, and career development opportunities.

Benefits

30 days holiday + 4 bank holidays

Private medical cover

Virtual GP service

Discounts and cash backs on shopping

Flexible benefits through salary sacrifice

Life assurance

Pension matching contributions up to 10%

Qualifications

• Proven ability to analyze complex data and produce accessible reports.
• Experience managing relationships and escalating customer issues effectively.
• Excellent organizational skills for managing end-to-end service processes.

Responsibilities

• Lead accountability for customer service and experience.
• Coordinate service improvement plans and incident management.
• Conduct monthly service reviews and report on performance.

Skills

Analytical skills

Relationship Management

Communication

Organizational skills

Flexibility

Problem-solving

Tools

Excel

PowerPoint

Word

Job description

Customer Success Manager

Dalgety Bay, Scotland

This is Worldline

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 evolution .

The O pportunity

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

• You lead and have accountability for the end-to-end service and experience of a portfolio of customers
• You review, manage and report deviations to SLAs including development of any service improvement plans and co-ordination of incidents and root cause analysis
• 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.
• 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
• 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
• You chair regular monthly service reviews, record and track actions, and report performanceto the customer’sService Manager and facilitate a common review against agreed service levels
• You lead any in-life change requests on the servicescoordinatingthe impact assessment and implementation of such changesinto 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 :

• You have sophisticated skills in analysing complex data to produce succinct information appropriate for its audience
• You have strong and proven experience in relationship management, problem solving and communicating (written & oral) effectively with internal and external stakeholders at all levels
• You have proven experience in building excellent relationships with senior executives
• 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
• You pride yourself on your excellent organisational skills required to manage end to end service processes
• You have the attitude and a bility to be flexible and work to the changing priorities demanded by the customer requirements
• You are easily a ble to move between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions
• You have proven experience m anaging 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 :

• 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.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Have 30 days holiday + 4 bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping
• Purchase a range of flexible benefits through salary sacrifice
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• 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 the 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.

Learn more about life at Worldline at careers.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.