Specialized Customer Success Manager

About the Job
The Specialized Customer Success Management team, part of CEMEA Go‑To‑Market Services, helps the company customers maximize the adoption of live products and speed up client projects, with a strong focus on revenue growth. Using a consulting-style approach, Specialized CSMs develop deep expertise in the company products and work across all levels of the organization to deliver the best outcomes for customers.

Responsibilities

• Accelerate adoption and improve performance of products for the assigned product family by identifying optimization opportunities and leads for activation.
• Collaborate with regional Sales and Product functions to design and execute go to market initiatives for the company products.
• Collaborate with cross functional teams within the company to deliver subject matter expertise consultation and operational best practices as needed to optimize client performance.
• Collect product feedback and prioritize enhancement requests for the Global Product teams.
• Support and oversee the implementation of new the company products purchased by Clients by coordinating with key Client and the company teams to expedite implementation readiness activities.
• Foster and sustain trusted partnerships with other teams within Client Services, Product, and Sales by aligning on the forward-looking relationship strategy and optimization opportunities.
• Drive and deliver initiatives to improve client adoption of products and the use of self-service tools.
• Stay current with the latest payment processing trends, the company solutions, and technologies to provide a good Client experience.
• Leverage insights and understanding of local markets and product needs to continually enhance Product Health in the region and Client experience.
• Support periodic operational reviews with Clients and the company stakeholders, incorporating input, comparison, and client progress against product metrics.
• Translate complex customer business needs into opportunities for system and service solutions.

Work Conditions
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications
Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD.

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree.
• Bachelor degree or equivalent qualification; Masters or MBA degree is preferred.
• 8-15 years of success in a technology, financial or information services business or with experience in the Payments, Consulting or Banking industry preferred.
• Commitment to learning and developing with a strong bias for action, with a passion to build, test, learn, and iterate.
• Proficiency in data analytics, visualization, and data-driven decision making.
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels.
• Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic business plans.
• Self-starter able to achieve results as part of an effective team across countries and time zones.
• Able to effectively prioritize and multi-task under deadlines.
• Excellent presentation skills, including strong oral and written communications.
• Solid influencing and negotiation skills.
• Basic to intermediate proficiency in client relationship building and engagement, proactive problem-solving, and continuous acquisition of technical skills relevant to the role and payments.