Customer Relationship Manager

hace 2 semanas

Madrid, Madrid, España Worldline A tiempo completo
Job Title: Customer Relationship Manager Specialist/Expert

This is Worldline, a leading innovator in the payments technology industry. We shape how the world pays and gets paid, powering the growth of millions of businesses worldwide. Our solutions are used by local coffee shops, unicorns, and international banks, making us a global presence in every corner of commerce.

We are committed to helping our people accelerate their careers, just as we help our customers accelerate their business. As a Customer Relationship Manager, you will be the main interface with our customers, responsible for all aspects of existing services contracts.

Key Responsibilities:
  • Maintain service KPIs within parameters set by business processes
  • Handle customer complaints and major incidents
  • Investigate and solve complex customer problems
  • Keep accurate records of customer discussions and correspondence
  • Manage priorities for fix implementation
  • Ensure relationships with customers through regular follow-up and steering committees
  • Analyze statistics to determine customer service levels
  • Write reports analyzing customer service
  • Provide help and advice to customers using our products or services
  • Visit customers to provide one-to-one service
  • Develop feedback or complaints procedures for customers
  • Develop customer service procedures, policies, and standards
  • Ensure effective information flow between internal stakeholders and clients
  • Meet with other managers to discuss customer service improvements
  • Lead or supervise a team of customer service staff
  • Learn about our products or services and stay up-to-date with changes
  • Keep ahead of developments in customer service
Requirements:
  • Customer Account Management (P1)
  • Supplier and/or third-party management
  • University degree or equivalent in Administrative, ADE, Economics, or similar careers
  • Minimum 5 years of experience in a similar position
  • Experience in the Payment industry (P1)
  • Experience working with geographically dispersed teams
  • Strong analytical skills and advanced reporting
  • English language minimum level B2 (spoken and written), advanced level C1 preferred
  • French or other European languages – optional/plus
  • Microsoft Office tools advanced level (PowerPoint, Excel, Word, Access, project, etc.)
  • Experience in Salesforce application
  • Strongly oriented to the achievement of results and objectives
  • Willing and able to travel
  • Valuable project management
Perks and Benefits:
  • 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
  • Enjoy remote work: 50%
  • Enjoy flexible working hours: we do not work on Friday afternoons
  • Intensive work day in July and August
  • Enjoy a wide range of training through our eLearning platforms (Linkedin Learning, Percipio, Speex, Cross Knowledge)
  • Specific training, both technical and managerial (Dockers, Management 3.0, Scrum, Jetpack Compose, Design thinking,...)
  • Join the Worldline Global Expert Community: we organize events where experts share their technological achievements

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. 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.

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