Senior Client Success

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Proactively Reach Out and Retain At-Risk Clients (Retention)

• Serve as the primary point of contact for assigned, ensuring a positive and seamless experience
• Proactively engage clients to assess satisfaction and identify potential issues before they escalate
• Analyze client feedback, usage data, and behavior to detect churn risks and take appropriate action
• Collaborate with internal teams (support, sales, product, marketing, etc) to resolve client concerns and ensure alignment on client needs
• Advocate for client needs internally to help drive product or service enhancements
• Track and report on client retention metrics and trends
• Use of various CRMs -Salesforce, etc., internal tools and programs to help aid our clients and their accounts
• Resolution may involve investigation into client's support history or needs analysis based on client's business needs
• Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business
• Address escalations that impact the client continuing to work with the company
• Handle client complaints or escalations with professionalism and efficiency
• Responding to NPS feedback to effectively resolve client concerns
• Reaching out to new accounts to train and educate on the complexities integrated processing
• Identify upsell or cross-sell opportunities in coordination with the sales team

Handle-High Volume and High-Risk Pricing Reviews

• Have value-driven and relationship building conversations with clients while addressing pricing needs
• Work together with Finance and Sales teams to address pricing requests through proactive efforts
• Negotiate with clients to establish a pricing plan both our company and their business can agree upon to successfully proceed
• Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements
• Negotiate contract extensions when pricing adjustments are needed through the use of Addendums

Business Partner Escalations and Client Experience Campaigns

• Effective handling of at-risk client escalations shared through our mutual business Partner relationships
• Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Client Support Functions

• Responds to inbound IM, phone and email inquiries from internal departments, clients and partners regarding the use of Global Payments products and services
• Acts as central point of contact to high-profile clients, as needed
• Maintain ongoing client relationships and account management, as needed

This list is not all-inclusive as additional duties may be assigned by the supervisor.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact