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