Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. We’re looking for a Client Success Team Manager to join our ever-evolving Customer Experience team and help us unleash the potential of every business.
What you’ll own as the Client Success Manager
- Leads and manages the Singapore client success team.
- Selects, develops and evaluates team members to ensure the efficient operation of the function.
- Review client case queues, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
- Ensure team members are trained when new products are released, or products are upgraded.
- Maintains contact with clients at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to Enterprise.
- Strategically focused and responsible for client satisfaction, maintaining client communication and client retention activities.
- Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client projects, execution of account plan activities, building of relationships with client contacts and management.
- Ensures complaints are logged and effectively follows up leading to resolution
- Works to maintain and grow the client relationship while ensuring ongoing client service.
- Identifies new business opportunities and coordinates with appropriate relationship management team member or sales opportunities of new Worldpay products or services.
- Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
- Keeps abreast of new products/services and changes to existing products/services.
- Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
- May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services Worldpay is offering.
- Thorough, meticulous and pays attention to detail.
- Identify areas where continuous improvement can be applied, oversee the implementation of the change and measure the level of improvement.
- Skilled in MS Office applications, especially in Excel.
- Play an active role to lead and guide the team through digital transformation such as embracing areas like Optimization, AI, Data Extraction, Analytics and use of tools such as Splunk and Power BI.
- Participate in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
- Manages and communicates expectations internally and externally.
- Monitors monthly service level/availability management reports to identify trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty.
- Other related duties assigned as needed.
What you bring
- Strong team leadership and team development skills.
- Demonstrates the ability to lead by example and motivate professional level employees.
- Displays strong leadership qualities, decision making abilities and strong business judgment.
- Communicates ideas both verbally and in written form in a clear, concise, and professional manner.
- Strong stakeholder management skills, including the ability to establish and maintain effective working relationships both internally as well as externally.
- Proven knowledge to represent the enterprise ‘s entire range of products to the client and of the industry.
- Proven track record in client relationship and support management.
- Bachelor’s degree with relevant experience in payments or financial services.
- A broad understanding of the financial and strategic aspects of the business and participate in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business.
- Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has thorough internal working knowledge of the enterprise.
- Broad knowledge of Worldpay products and related services; in-depth knowledge of products and services for which team(s) provide support.
- Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
- Demonstrated client-focused leadership ability.
- Ability to work both independently and in a team environment.
About the team
To learn more about our winning teams, check out our world-class teams that own it every day.
What makes a Worldpayer
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open and winning and failing as one.
Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.
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Privacy Statement
Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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