Requirements
Requires a Master's degree or equivalent experience, with 3-5 years in customer success, onboarding, implementation, or account management, preferably in SaaS or tech startups. Must possess strong English communication skills, comfortable configuring software, and have excellent problem-solving and relationship-building abilities. Proficiency in Spanish or French is a strong advantage.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Software & Internet Services
About Global Payments
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 Como
Como is the pioneer of data-driven customer engagement and loyalty solutions. Como helps F&B and retail businesses increase their revenue, build strong relationships with their clients, know them better, and keep them coming back. Como's turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size business. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and much more.
Role Overview
We are looking for an organized, analytical, and empathetic Partner Customer Success Manager with great relational and communication skills to guide our partners to success. This candidate will be passionate about tech and F&B and always act ethically. He or she will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.
Partner Customer Success Manager Responsibilities
Partner Onboarding and Relationship Management:
Own the overall relationship with assigned partners after the sales representative has signed the partner and maintain a strong, long-term relationship with partners, acting as their main point of contact.
Guide new partners through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty in the product back-end.
Ensure partner satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution.
Transfer partners' demands to the support team when it comes to tech or integration related issues.
Escalate relevant situations to managers in a timely manner.
Partner Success and Retention:
Serve as the voice of the partners within the company, advocating for their needs and feedback to influence product development and improvements when needed.
Aid partners in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge partners, and suggest new strategies tailored to their needs and objectives.
Develop and execute success plans tailored to each partner's goals and objectives throughout the client lifetime and based on KPIs analysis.
Identify opportunities for upselling additional features, services, or high-tier plans to existing partners.
Partner Success Manager Requirements
Strong written and verbal communication skills in English, as well as in Spanish or French.
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.
Comfortable configuring software platforms and learning new systems quickly.
Excellent written and verbal communication skills in English.
Proficiency in Spanish, French, or another European language is a strong advantage.
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.
Experience in the F&B or retail industries and familiarity with customer engagement or loyalty solutions are a plus.
Work Schedule
The teams have assigned clients in different regions worldwide; therefore, the work timings will be from 12:30 pm to 10:00 pm.
Benefits
Tier 1 medical insurance for team members and dependents upon joining (worldwide coverage).
A positive, productive, and energetic work environment.
25 days annual holiday.
Global career progression opportunities.
Wellbeing initiatives, regular social events, and charitable initiatives to give back to our community.
Office with amazing views of JLT park, lake, and Dubai Marina.
Exciting team-building activities.
Equal Opportunity Employer Statement
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.
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