Customer Retention Strategist - Xico - Global Payments

Descripción

At Global Payments, a leading provider of payment technology and services, we're seeking a skilled Customer Retention Strategist to join our dynamic team. This exciting role offers a competitive salary and benefits package, including a 401(k) with match, generous paid time off, medical, dental, and vision coverage.

As a Customer Retention Strategist, you will be responsible for managing and enhancing the merchant experience, ultimately optimizing our portfolio by protecting revenue, volume, and merchant count. Your singular focus will be on driving merchant satisfaction and generating savings, loyalty, and new revenue for the company.

Your key responsibilities will include:

• Retaining customer accounts by responding to their concerns, including rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience.
• Answering merchant requests, received through call transfers, email, WhatsApp, or direct cell phone calls in a timely manner and with a helpful attitude.
• Accessing and understanding account information, billing information, revenue and profitability records, transaction records, terminal and platform details, and any associated account profiles.
• Maintaining work queues and completing work items that are assigned within a timely manner.
• Making proactive calls and visits to customers that may require additional research and assistance or to identify potential solutions that improve customer loyalty and retention.
• Ensuring the accomplishment of defined SLAs through strict monitoring of opened tickets and identifying and escalating to the appropriate supervisor of both management staff and resolution areas.
• Following up on the performance of KPIs like volume and revenue budget and SLAs within the assigned territory and establishing strategies and actions to accomplish and improve these.
• Ability to handle multiple projects, work in a fast-paced environment, and meet deadlines.

We offer a collaborative culture that supports innovation and thrives on teamwork. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We provide a comprehensive benefits package, including a competitive salary, 401(k) with match, generous paid time off, medical, dental, and vision coverage, and much more.

To succeed in this role, you should have a strong understanding of merchant services pricing and be able to communicate effectively with C-Level Executives and merchants. A Bachelor's degree is required, and prior experience in service and sales environments, payment processing, or financial services is preferred. Experience with CRM/Salesforce, negotiation, and influencing skills are also beneficial. The estimated annual salary for this position is around $60,000-$80,000 based on location and industry standards.