Bilingual (FR/EN) Customer Success Manager
Global Payments Canada is a leader in commerce solutions, seeking a bilingual (FR/EN) Customer Success Manager to enhance customer relations and drive revenue. The role focuses on generating revenue, retaining merchant accounts, and providing superior customer service for small and medium enterprises.
Responsibilities
- 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
- 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
- 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
- Benefits after 30 days
- Medical, dental and vision care
- EAP programs
- Paid time off
- Recognition programs
- Retirement and investment options
- Charitable gift matching programs
- Worldwide days of service
Company Overview