Client Success Manager

TouchNet unifies campuswide payments and ID management software solutions for more than 1,000 colleges and universities worldwide. Institutions of higher learning rely on TouchNet to integrate and secure payments, permissions, and other related business transactions for a comprehensive, actionable view campuswide. Bring your expertise and join our growing team to help simplify the business of higher education. We are looking for a TouchNet product power user to join us as a Client Success Manager, to train, support, and help our clients be more successful while using our TouchNet products!

As our Client Success Manager, you will plan and oversee TouchNet products and services for a designated client or group of clients. Ensure quality service and operational performance within the parameters of program and delivery standards. Develop client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Act as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborate with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

What Part Will You Play?

• Is responsible and accountable for totality of client relationship for assigned accounts; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit.
• Participates in and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Is responsible for ensuring tactical initiatives are implemented successfully. On call 24 hours a day, 7 days a week, and responds appropriately to ensure Global Payments support groups respond and react accordingly and with empathy to the client impact. Update client business groups as necessary during and after severity one incidents. Required to carry a cell phone and travel to client site(s) as necessary. (Client Management)
• Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally. (Client Management)
• Maintains long-term relationships with clients. Ensures understanding of the client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Identifies new product services based on strategic direction of the client's business. (Client Management)
• Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership. (Client Management)
• Provides quality service and operational performance within the parameters of the client's projects and service delivery standards. (Client Management)
• For the North America segment, supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. For the International Segment, owns the organization and delivery of client business reviews. Aligns client's needs with internal solutions. Manages the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. (Client Management)
• For the North America segment, is accountable for invoice accuracy, including research and dispute resolution and understands the financial and compliance impacts of client support. Consistently analyzes and monitors the client's processing environment to identify and implement strategies for operational efficiency and cost savings. For the International segment, ensures the accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis for assigned accounts. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt. Accountable for the negotiation and settlement of any direct loss claims or billing disputes for assigned accounts. (Client Management)
• For the International segment, has revenue targets for new and existing accounts. Identifies and owns the successful closure of cross sell opportunities of Global Payments and partner products and services to extend Global Payments revenues and footprint with the clients to meet individual account revenue and strategic growth targets as set by your manager. Creates business case for Executive approval. Tracks and Reports Performance. Is accountable for the profitability of new commercial deals; achieve agreed revenue and margin targets and adhere to them whilst adopting a Senior Executive exception approval process. (Client Growth)
• For the International segment, develops an Account Plan and Contact Plans; Fully understands the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualify opportunities to ensure high probability of win and successful delivery. Is accountable for the profitability of the client; achieve agreed revenue targets. (Client Growth)
• Supports the renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from legal and other key stakeholders for areas outside of the Relationship Management’s area of expertise. (Client Growth)
• Manages sales support resources and work with internal stakeholders to create and deliver propositions. (Client Growth)
• Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities. (Client Growth)
• For the International segment, implements creative strategies and work with SMEs and other RM’s to seek new client solutions where appropriate. Works to develop initiatives to improve communications, processes and workflow with clients and within Global Payments to create and maintain positive relationships. Delivers reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management. (Client Growth)
• For the North America segment, maintains customer profile of client's architecture and processing environment, product matrix, and custom processes to track client interactions. (Client Management)

What Are We Looking For in This Role?

• Bachelor's Degree
• Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree
• Typically Minimum 5 Years Relevant Experience in University ITS and/or Campus Finance
• Experience in client facing roles and/or higher education industry.

What Are Our Desired Skills and Capabilities?

• Strong knowledge higher education technology space where commerce takes place

• Knowledge of the campus ID card, ecommerce, or payment industry is desired

  • Working knowledge with Touchnet products in these areas

• Working knowledge of Student Information Systems (Ellucian (Banner/Colleague, Peoplesoft, Workday, Anthology, etc)

• Prefer work experience as a technical liaison between ITS and the finance office role at a University

• Must be able to articulate value propositions and product positioning to both business and technical users

• Must possess strong presentation skills and be able to communicate professionally verbally and in written format

• Must be analytical, organized, and able to identify and eliminate sales obstacles to close new business

• Well organized, with attention to detail and able to multitask

• Strong PC skills

• Must be able to travel as needed

• Focused on achieving defined results, and exceeding goals and objectives.

• Ability to work with a diverse team in a fast-paced environment.

• Enthusiasm and the ability to thrive in an atmosphere of constant change.

• Excellent computer skills (Salesforce, Google G Suite, Microsoft Office, inclusive of Word, Excel, PowerPoint).