Bilingual Customer Success Manager

Global Payments Inc. is seeking a bilingual (FR/EN) Customer Success Manager based in their Markham office. The primary purpose of the role is to generate revenue, retain existing merchant accounts, and maintain excellent relationships through proactive initiatives and superior customer service.

Responsibilities

• Revenue Generation
• Identify all sales opportunities within assigned Small Business Portfolios
• Cross Sells/Up Sells of bank card services
• Terminal sales and upgrades
• Re-pricing of merchants to profitable level where applicable
• Promote and Sell additional services offered by Global Payments and Existing Partners
• Customer Retention / Account Maintenance
• Handle all retention issues using strong negotiation skills to maintain the merchant at a threshold of 45 BP
• Proactively call our top merchants to ensure a positive relationship is maintained
• Maintain a 60% save ratio
• Add Locations Setups
• Equipment setups
• Leading Integration Projects
• Account Changes
• New Merchant Location Setups
• Integrated POS Setups
• Customer Service
• One stop Resolution
• 24-48 hour follow up with all Voice mail, Incidents, Emails
• Strong follow up for all setups and orders
• Minimize all escalation issues at first point of contact
• All issues must be documented in CSP with follow up resolutions

Skills

• High School diploma
• French and English communication skills (written and spoken)
• 1-2 years of Sales or B2B customer service experience
• Strong negotiation skills
• Strong outbound and inbound phone sales skills
• Strong telephone and relationship building
• Ability to identify all merchant needs and issues using probing skills and utilizing open ended questions
• Effective time management / organizational skills to deliver products and services to clients
• Strong knowledge of several of PC based applications including: Word, Excel, Outlook, and Intranet

Benefits

• Competitive base salary + quarterly sales incentives
• Hybrid work model
• Benefits after 30 days
• Coaching from top of class sales professionals and leaders
• Growth and development opportunities
• Innovative and established industry
• Fast paced and challenging environment
• Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service.

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