Customer Retention Advocate

hace 2 meses

Ciudad de México, Ciudad de México EVO Payments Mexico, S. de R.L. de C.V. A tiempo completo

Every day, EVO Payments Mexico, S. de R.L. de C.V. empowers millions of individuals to facilitate transactions between buyers and sellers through our innovative payment solutions encompassing credit, debit, prepaid, and merchant services. Our global team supports over 3 million businesses, more than 1,300 financial institutions, and over 600 million cardholders in achieving remarkable outcomes with confidence. We are fueled by our commitment to excellence and take pride in delivering top-tier payment technology and software solutions. Join our vibrant team and contribute to shaping the future of payment technology.

About the Role:

The Customer Retention Advocate will enhance the merchant experience and optimize the company's portfolio by safeguarding revenue, volume, and merchant count. Engage with merchants proactively and reactively to drive satisfaction, generate savings, foster loyalty, and create new revenue streams for the organization.

Key Responsibilities:

  • Retain customer accounts by addressing concerns related to rates, fees, contract terms, processing solutions, and potential enhancements to the customer experience.
  • Respond to merchant inquiries received through various channels in a timely and supportive manner.
  • Access and comprehend account information, billing details, revenue and profitability records, transaction histories, terminal specifications, and associated account profiles. Document each account interaction with detailed resolutions.
  • Manage work queues and complete assigned tasks promptly.
  • Conduct proactive outreach to customers requiring additional assistance or to identify solutions that enhance loyalty and retention.
  • Monitor the performance of defined service level agreements (SLAs) and escalate issues to management as necessary.
  • Track key performance indicators (KPIs) related to volume and revenue within the assigned territory, developing strategies to meet and exceed targets.
  • Manage multiple projects effectively in a fast-paced environment while meeting deadlines.
  • Ensure compliance with mandatory regulations such as PCI, KYC, or AML, and obtain necessary merchant documentation.
  • Assess merchant situations and determine appropriate actions to resolve issues and maintain profitability.
  • Engage in continuous training on EVO’s solutions to provide exceptional advice to customers.
  • Oversee implementation projects related to the client portfolio, ensuring effective communication with internal teams to meet customer expectations in quality and service.
  • Maintain punctuality and reliability in attendance and responsibilities.
  • Employ problem-solving skills by listening to merchants and proposing suitable solutions.
  • Exhibit professionalism by interacting tactfully with others and managing stress effectively.
  • Treat all individuals with respect and consideration, regardless of their position.
  • Take ownership of actions and commitments.
  • Demonstrate a strong understanding of merchant services pricing.
  • Be available for customer support outside of regular hours as needed.

About You:

Required Qualifications:

  • Bachelor’s degree is mandatory.
  • Exceptional verbal and interpersonal communication skills are essential.
  • Strong analytical, mathematical, and active listening abilities.
  • Capability to identify and resolve customer issues effectively.
  • Highly organized with diligent follow-up skills.
  • Proficient in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
  • Willingness to meet face-to-face or travel as required.
  • Self-motivated, goal-oriented, and capable of working independently or as part of a team.
  • Proven ability to meet or exceed performance quotas.

Preferred Qualifications:

  • 1-2 years of experience in service and sales environments is advantageous.
  • Experience in payment processing or financial services is preferred.
  • Familiarity with CRM/Salesforce for tracking sales pipelines and relationship building is beneficial.
  • Intermediate to advanced English proficiency is preferred.
  • Skills in negotiation and influencing are advantageous.

What EVO Offers:

  • Opportunities for personal and professional growth within a leading global payments company.
  • Competitive salary and comprehensive benefits package, including 401k with matching, generous paid time off, and health coverage.
  • A collaborative culture that fosters innovation and teamwork.

Our commitment to diversity, safety, and resilience is paramount as we evolve with the needs of our employees and the communities we serve. We strive to create a work environment that fosters purpose, learning, and development for all.

Disclaimer:

This position description outlines the general nature and level of work performed by employees in this role. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required for this position.

  • Customer Retention Director Contract Logistics

    hace 1 mes

    Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo

    Customer Retention Director Contract LogisticsWe are seeking a seasoned professional to lead our Contract Logistics team as a Customer Retention Director. This role requires a strong understanding of customer needs and behavior, with a bias for customer-centricity.Key Responsibilities:Develop and implement strategic partnerships with key customers to drive...

  • Customer Retention Director Contract Logistics

    hace 4 semanas

    Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo

    Customer Retention Director Contract LogisticsWe are seeking a highly skilled and experienced Customer Retention Director Contract Logistics to join our team at Kuehne+Nagel Mexico. As a key member of our Contract Logistics team, you will be responsible for building and maintaining strong relationships with our key customers, driving customer satisfaction,...

  • Retention Manager

    hace 1 mes

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Retention/Customer Success ManagerWe are seeking a highly skilled Retention/Customer Success Manager to lead our Client Management/Customer Success team. This role is critical in driving strategies focused on renewal attainment, customer retention, and enhancing the overall customer experience.About the RoleIn this opportunity, you will:Lead a team of...

  • Retention Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Retention/Customer Success ManagerAre you passionate about driving business growth and customer satisfaction? We're looking for a skilled Retention/Customer Success Manager to lead our Client Management/Customer Success team in achieving retention and upsell targets.About the RoleIn this exciting opportunity, you will:Lead a team of retention specialists in...

  • Retention Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    Retention ManagerNurture and grow an existing Book of Business (BoB) and client relationships to achieve retention and upsell targets.About the RoleLead a team of retention specialists in a global software company.Develop and manage talent and performance within the team.Drive the team to meet goals set in collaboration with senior management.Foster strong...

  • Customer Retention Director

    hace 2 meses

    Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo

    About the RoleKuehne+Nagel, a leading international logistics organization, is seeking a highly skilled Customer Retention Director to join our Contract Logistics team. As a key member of our organization, you will be responsible for building and maintaining strategic partnerships with key customers, driving positive experiences, and enabling business...

  • Retention Manager

    hace 4 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleThe Retention/Customer Success Manager plays a critical role in driving strategies focused on renewal attainment, customer retention, and enhancing the overall customer experience. This position is responsible for leading a Client Management/Customer Success team accountable for nurturing and growing an existing Book of Business (BoB) and...

  • Retention/Customer Success Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleIn this exciting opportunity, you will lead a team of retention specialists in a global software company, driving business growth and customer satisfaction.Develop and manage talent and performance within the team.Establish new teams as needed and drive them to meet goals set in collaboration with senior management.Focus on priority...

  • Customer Success Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Fortra, LLC A tiempo completo

    As a key member of our team, you will be responsible for driving customer adoption and growth, with a strong focus on customer retention. You will work closely with customer contacts up to the CXO level, as well as internal department contacts, to provide a high-touch experience for strategic customers.Key Responsibilities:Develop a trusted advisor...

  • Customer Success Strategist

    hace 2 semanas

    Ciudad de México, Ciudad de México Fortra, LLC A tiempo completo

    Drive Customer Success with FortraFortra is seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for driving customer adoption, growth, and retention.Key Responsibilities:Develop trusted advisor relationships with customers to identify and engage with key...

  • Customer Retention Director Contract Logistics

    hace 2 semanas

    Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo

    Job DescriptionWe are seeking a highly experienced and skilled Customer Retention Director Contract Logistics to join our team at Kuehne+Nagel. As a key member of our Contract Logistics team, you will be responsible for building and maintaining strategic partnerships with our key customers, driving positive experiences, and enabling business...

  • Customer Retention Director Contract Logistics

    hace 2 semanas

    Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo

    Leadership Opportunity in Contract LogisticsWe invite you to join Kuehne+Nagel, a leading international logistics organization, as a Customer Retention Director in our Contract Logistics team.Your RoleAs a Director of Customer Operations, you will be responsible for building strategic partnerships with key customers to drive positive experiences and enable...

  • Retention Manager

    hace 1 mes

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleIn this exciting opportunity, you will lead a team of retention specialists in a global software company, driving business growth and customer success.Develop and manage talent and performance within the team.Establish new teams as needed and drive them to meet goals set in collaboration with senior management.Focus on priority touchpoints,...

  • Retention and Customer Success Leadership Position

    hace 7 días

    Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

    About the RoleIn this opportunity as a Retention/Customer Success Manager, you will lead a team of retention specialists in a global software company. Your responsibilities will include developing and managing talent and performance within the team, setting up and establishing new teams as needed, and driving the team to meet goals set in collaboration with...

  • Senior Enterprise Customer Success Lead

    hace 2 semanas

    Ciudad de México, Ciudad de México Signifyd A tiempo completo

    Job Title: Senior Enterprise Customer Success ManagerAs a Senior Enterprise Customer Success Manager at Signifyd, you will play a critical role in driving the success and growth of our enterprise customers. You will be responsible for overseeing the customer lifecycle, ensuring ongoing client satisfaction, and retention of a portfolio of assigned clients.Key...

  • Customer Success Executive

    hace 2 semanas

    Ciudad de México, Ciudad de México Infobip A tiempo completo

    Customer Success ExecutiveAt Infobip, we're passionate about delivering exceptional customer experiences. As a Customer Success Executive, you'll play a critical role in driving customer growth and retention by building trusted relationships with our clients.ResponsibilitiesDevelop and maintain strong relationships with assigned customers to achieve overall...

  • Senior Enterprise Customer Success Lead

    hace 2 semanas

    Ciudad de México, Ciudad de México Menlo Ventures Management, L.P A tiempo completo

    Customer Success Manager Job DescriptionAs a Senior Customer Success Manager at Menlo Ventures Management, L.P, you will be responsible for driving customer success and net retention within a portfolio of assigned clients. You will leverage your technical expertise, business acumen, and passion for customer success to drive expected outcomes for our...

  • Customer Retention and Growth Specialist

    hace 2 meses

    Ciudad de México, Ciudad de México EVO Payments Mexico, S. de R.L. de C.V. A tiempo completo

    About the Role:The Merchant Retention Specialist will be responsible for managing and enhancing the merchant experience, ultimately optimizing the company's portfolio by protecting revenue, volume, and merchant count. This role will engage merchants proactively and reactively with a singular focus on driving merchant satisfaction and generating savings,...

  • Customer Success Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Deuna A tiempo completo

    About DeunaDeuna is a rapidly growing SaaS startup revolutionizing the e-commerce landscape in LATAM by solving the most pressing challenges faced by businesses today. With a recently announced $30M USD Series A funding, we operate in 5 LATAM countries and are on the lookout for exceptional talent to join our team and continue driving our success.Job...

  • Customer Success Manager

    hace 7 días

    Ciudad de México, Ciudad de México Gigamon A tiempo completo

    About the RoleGigamon is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for driving effective communications with direct reports, customers, executives, and internal teams. You will align team deliverables and capabilities with the needs of customers and internal stakeholders, and...