Partner Customer Success Manager - English + Spanish/French (Implementation & Onboarding)

Role Overview

Partner Customer Success Manager - English + Spanish/French (Implementation & Onboarding) at TSYS, a Global Payments company. This role is based in Dubai with a work schedule of 12:30pm to 10:00pm to support partners across different worldwide regions.

Company Overview

Global Payments makes it possible for millions of people to move money between buyers and sellers using payments solutions for credit, debit, prepaid and merchant services. The company serves over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders globally. Como, the product line for this role, is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase revenue, build strong relationships with clients, and retain them through a turnkey all-in-one SaaS platform featuring full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and additional capabilities.

Role Purpose

Own the success and retention of assigned partners throughout their lifetime with Como, serving as their primary point of contact and advocate. Guide partners through implementation and onboarding, help them achieve their business goals through effective loyalty program management, and identify opportunities for growth and expansion within their accounts.

Key Responsibilities

Partner Onboarding and Relationship Management

• Own the overall relationship with assigned partners after the Sales representative has signed the partner and maintain a strong, long-term relationship with partners, acting as their main point of contact.
• Guide new partners through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty in the product back-end.
• Ensure partner satisfaction by proactively addressing customer issues and concerns by coordinating between relevant internal teams and ensuring swift and effective resolution.
• Transfer partners' demands to the Support team when it comes to tech and integration related issues.
• Escalate relevant situations to Managers in a timely manner.

Partner Success and Retention

• Serve as the voice of the partners within the company, advocating for their needs and feedback to influence product development and improvements when needed.
• Aid partners in achieving their goals by helping them improve their loyalty campaigns based on performance and KPIs, brainstorming about new features and enhancements to the loyalty program, challenging partners and suggesting new strategies tailored to their needs and objectives.
• Develop and execute success plans tailored to each partner's goals and objectives throughout the client lifetime and based on KPIs analysis.
• Identify opportunities for upselling additional features, services or high-tier plans to existing partners.

Qualifications & Experience

• Master's degree or equivalent experience.
• 3-5 years of experience in Customer Success, Customer Onboarding, Implementation, or Account Management, preferably in a SaaS company or technology startup.
• Experience in the F&B or Retail industries and familiarity with customer engagement or loyalty solutions is a plus.

Skills & Competencies

• Strong written and verbal communication skills in English and Spanish or French.
• Proficiency in Spanish, French, or another European language is a strong advantage.
• Comfortable configuring software platforms and learning new systems quickly.
• Detail-oriented, analytical, and solution-oriented, with strong problem-solving skills.
• Demonstrated ability to build strong customer relationships, drive customer satisfaction, and support customer retention.

Additional Information

• Shift: 12:30pm to 10:00pm.
• Office location: Dubai, with views on JLT park, lake and Dubai Marina.
• Tier 1 medical insurance for team member and dependents upon joining, with worldwide coverage.
• 25 days annual holiday.
• Global career progression opportunities.
• Wellbeing initiatives, regular social events and charitable initiatives to give back to the community.
• Exciting team-building activities.
• Positive, productive, and energetic work environment.
• Global Payments Inc. is an equal opportunity employer and provides equal employment opportunities to all employees and applicants 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.