The Customer Success Manager (IT speaking) will be the primary point of contact for a portfolio of up to 35 enterprise merchants across verticals. The successful hire will look after the operational aspects of merchant processing and identify opportunities for
proactive discussions with merchants regarding their business, growth strategies, and recommendations on how our organisation can partner with them.
Responsibilities
- Develop mutual customer success plans with key merchant contacts with merchants to detail growth opportunities and optimization.
- Identify cross- and upsell opportunities and collaborate with the aligned sales teams to drive deal success.
- Drive merchant retention through ongoing relationship management and proactively mitigate merchant churn risk.
- Proactively review merchant's operating environments to deliver merchant education and best-practice sharing.
- Advocate and liaise with internal teams, including product or technical support, to improve merchant experience.
- Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and complete formal analyses on declines and interchange.
Job Requirements
- 1-3 years of customer success or account servicing experience, ideally in payments, financial services or e-commerce.
- Proven track record of successfully managing multiple business customers and developing commercial opportunities in collaboration with sales.
- Strong communication skills and commercial awareness.
- Ability to work well in a matrix environment, including experience in collaborating across multiple departments and levels within an organisation.
- Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.
- Bilingual or native level of Italian
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
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