Commercial Operations, North America

Customer Success Manager

Clearwater
  • Why Verifone

    For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

    Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success. 

    About the role

    A Customer Success Manager (CSM) is the Verifone focal point, operationally, for customers. They ensure clients receive the tools and support needed to achieve their operational goals. The CSM is a relationship manager and point of contact for clients from the time orders are placed through onboarding and steady state. CSM's have an in depth understanding of their customer needs and proactively takes action to anticipate customer needs and avoid customer escalations. The Customer Success Manager should maintain and build strong partnerships with customers, advocating for client needs.

    What you'll do 

    • Provide ongoing day-to-day support direct to the customer (not via sales rep)
    • Escalation management
    • Lead customer facing meeting on operational meetings
    • Respond and resolve customer inquiries in a timely and efficient manner by working with various departments across the organization to advocate for the customer and work together to resolve any requests
    • Performs non-technical project management
    • Execute/manage Special Projects          
    • Conducts/manages weekly calls to discuss needs, outstanding asks, and to review escalation disposition.
    •  Manage RAIL/Tracker for weekly/bi-weekly calls; which include meeting notes
    • Distribute RAIL/Tracker as needed
    • Proactively drive open action items
    • Monitor and communicate open items
    • Provide follow-up daily/weekly
    • JIRA tickets
    • Monitor and push internal teams as needed
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    • Serves as an escalation path for issues related to support, repair, and order entry
    • Coordinates hardware and software rollouts; working with all stakeholders to ensure accuracy and timeliness
    • Responsible for Rollout Coordination and Project Plan
      • Oracle ID
      • Reference Set/Deployment Notes
      • Test Validation Orders
      • URL Training (if applicable)
      • Premier Portal Set-up
      • Helpdesk onboarding
      • Customer Profile set-up
      • Oversee the onboarding of new accounts and ensure successful implementation
    • Account Training Calls with customers to review customer support access portals. Including, but not limited to:
      • Set up training with Premier Portal team
        • Includes Repair status
      • How to submit a new order
        • If customer does not have a URL
      • Billing System
        • Invoice Lookup
    • Conduct periodic customer health-checks to confirm the below. Including, but not limited to
      • Reference sets
      • Deployment notes
      • Provide updates on New Order, Repair, Advanced Exchange
        • Including reporting
        • Manage commits
      • Up to date help desk customer profile
      • Warranty, Priority Exchange & Buyer Protection estate management
    • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product
    • Assist sales with operational customer inquiries as needed which may include, but not limited to.
      • Order status
      • Customer oracle ID
      • Work order status
      • Escalations
    • Assist customers with serviceable functions, as needed, with a customer first attitude
    • Participates in quarterly business reviews with Sales team and other applicable stakeholders

     

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Join our worldwide team