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Client Experience and Success Manager

Apply locations Fortitude Valley, Queensland, Australia time type Full time posted on Posted 30+ Days Ago job requisition id R0059737

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

About us

Whether you’re a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we’re Already on it That’s why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.

Through local expertise and global scale, at Global Payments we deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity .

Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity .

As pioneers within the Australia and New Zealand payments landscape, Eway is a leading business-to-business ecommerce provider and Ezidebit a digital recurring business-to-consumer payments processing platform.

About the role

At Global Payments, the Client is at Our Core as we strive to deliver differentiated client experiences that drive engagement, retention, revenue growth and true customer value.

As aClient Experience & Success Manager (Advocacy) you will play a pivotal role in fostering a client-centric culture ensuring business decisions are focused on the customer and their needs.

As a vital member of the Oceania leadership team, you will lead a team of Client Advocates dedicated to reducing client attrition, streamlining processes, and driving overall client success. Your team will take a proactive approach to identifying and engaging at-risk clients, collaborating with cross-functional teams to improve internal workflows, implementing effective revenue retention strategies, and developing innovative methods to strengthen client relationships.

Your key responsibilities will be:

- Lead & Develop a High-Performing Team;

- Reduce Client Attrition & Drive Engagement;

- Enhance Processes & Drive Efficiencies;

- Deliver Exceptional Client Outcomes Through Escalation Management;

- Champion Client Experience Initiatives; and

- Monitor & Report Key Success Metrics.

About you

You are passionate about delivering exceptional client experiences and have a natural talent for leading teams and driving engagement strategies that foster long-term success. You are driven, client-focused, and eager to lead a high-impact team that makes a meaningful difference.

You will also bring:

- 5+ years of experience in customer service or client success roles;

- 5+ years of supervisory experience leading teams;

- Strong organisational, analytical, and multitasking abilities;

- Proficiency in Excel and ability to learn new technologies quickly;

- Excellent communication skills and a passion for delivering top-tier client experiences;

- Ability to create and optimise client engagement strategies;

- Experience in account management and/or sales (preferred);

- Knowledge of integrated payments, PCI-DSS, and credit card processing (preferred).

Salary

The salary range for this role is $120, 000 - 125, 000 per annum + superannuation + performance bonus.

Our Benefits

Join a leading global technology brand that offers benefits you’ll actually value, including:

- Flexible work arrangements that support your unique need;

- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer’s leave;

- Women in Digital membership, granting you access to a host of member industry events and resources;

- Additional birthday, community giving, wellness and study leave;

- Our free and confidential Employee Assistance Program counselling service and wellbeing resources;

- A jam-packed calendar of cultural celebrations and social activities;

- Global career and professional development opportunities;

- Salary sacrifice and an Employee Stock Purchase Plan.

Ready to Apply?

If this role sounds right for you, we invite you to apply by clicking the Apply button. Please note you will be redirected to a Global Payments career page to submit your application.

For further information please email kristy.ward@globalpay.com

All final applicants for this position will be asked to consent to a criminal history check. Each application will be considered on its merits.

We respectfully ask that no recruiters contact us with regards to this role.

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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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com .

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