Customer Success Manager for Enterprise Accounts

hace 3 semanas


Madrid, Madrid, España Worldline A tiempo completo
Key Responsibilities:

Service Delivery:
As a Customer Success Manager for Enterprise Accounts at Worldline, you will be the primary point of contact for our customers, ensuring a seamless experience throughout their journey. Your strong portfolio knowledge and customer needs will drive your success in this role.

Main Objectives:
1. Be the primary Service Delivery Single Point of Contact for the assigned customer portfolio.
2. Build and maintain strong operational customer relationships and internal networks to ensure customer retention.
3. Ensure the follow-up on agreed and committed Customer Service Level Agreement Objectives and provide Customer guidance in Worldline's Problem to resolution processes.

Key Activities:
1. Monitor and report on SLA/SLO performance and compliance.
2. Provide detailed SLO reporting to customers as part of SLA, on demand, or via standard push reporting.
3. Coordinate and report to both Customer & Internal Stakeholders on SLO Breach Root Cause Analysis (RCA).
4. Identify structural issues proactively, analyse and ensure implementation of improvements.
5. Keep track and report on customer's issues to relevant stakeholders and ensure full & effective resolution.
6. Manage, on time, implementations and/or roll outs (Controlling project schedule, risks, scope of work, financial awareness).
7. Ensure to acquire skills aligned with needs of assigned Customer / Vertical / Platforms, Business products and processes, and get knowledgeable for assigned customer queries.

About Worldline:
Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Our technology provides the trusted infrastructure for millions of people and businesses around the world.

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