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

Role Overview

Senior Customer Success Manager – English + Spanish/French (Implementation & Onboarding) at Global Payments, Como division. This role is based in Dubai with work hours from 12:30 PM to 10:00 PM to serve clients across 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 is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions for F&B and Retail businesses. Como's turnkey all-in-one SaaS platform features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, and customized branded mobile apps.

Role Purpose

To guide mid to large clients to success by managing their onboarding, configuring and maintaining their loyalty programs, and driving retention through proactive relationship management and strategic customer advocacy. The role requires fluency in English and Spanish or French, with a passion for technology and F&B/Retail sectors.

Key Responsibilities

Customer Onboarding and Relationship Management

• Take charge of mid to large clients with higher technical complexity and act as project manager to ensure smooth client onboarding.
• Own the overall relationship with assigned clients after Sales has signed them and maintain strong, long-term relationships as their main point of contact.
• Guide new customers through the onboarding process, ensuring they understand how to use the product effectively.
• Help customers define and set up their loyalty programs in the product back-end.
• Configure, test, and maintain customer loyalty programs in the platform, including loyalty rules, rewards, campaigns, tiers, and other program settings to align with customer business objectives.
• Ensure customer satisfaction by proactively addressing customer issues and concerns through coordination between relevant internal teams.
• Coordinate swift and effective resolution of customer concerns.
• Raise customer requests to the Support team for tech and integration related issues.
• Escalate relevant situations to Managers in a timely manner.

Customer Success and Retention

• Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements.
• Aid clients in achieving their goals by helping them improve loyalty campaigns based on performance and KPIs.
• Brainstorm with clients about new features and enhancements to loyalty programs.
• Challenge clients and suggest new strategies tailored to their needs and objectives.
• Develop and execute success plans tailored to each customer's goals and objectives throughout the client lifetime based on KPIs analysis.
• Identify opportunities for upselling additional features, services or high-tier plans to existing customers.

Management and Mentorship

• Act as a mentor to Junior CSMs and serve as a go-to person for technical or process-related questions.
• Handle escalations and retention calls efficiently.
• Oversee internal initiatives and own their delivery.

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 are a plus.

Skills & Competencies

• Strong written and verbal communication skills in English.
• Fluency in Spanish, French, or another European language.
• 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

Work Schedule

Work timings are 12:30 PM to 10:00 PM to serve assigned clients in different regions worldwide.

Office Location

Dubai office with views on JLT park, lake and Dubai Marina.

Benefits

• Tier 1 medical insurance for team member and dependents upon joining with worldwide coverage.
• Competitive salary.
• 25 days annual holiday.
• Global career progression opportunities.
• Positive, productive, and energetic work environment.
• Wellbeing initiatives, regular social events and charitable initiatives to give back to the community.
• Exciting team-building activities.

Equal Opportunity

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.