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    Customer Service Manager - Dublin, Ireland - Cpl

    Cpl
    Cpl Dublin, Ireland

    1 week ago

    CPL background
    Description

    (CSM)Customer Service Manager – Dublin

    Cpl on behalf of our Lead Fin-Tech client have a requirement for an CSM – Customer Service Manager to join their team. This post is TEMPORARY (11 months contract with extension subject to budget approval). The role is based in Dublin 15. The working model is hybrid (3 day in site and 2 days from home).

    Working a 40 hours per week the successful candidate will be employed as a temporary member of staff and will be paid a fix rate.

    Notes that all applicants must belegible to work in Ireland and resident in Dublin region to be considered for this position.

    Salary:€45k to €52k .

    Job Description:

    The Customer Success Manager will be the primary point of contact for a portfolio of up to 35 enterprise merchants across verticals in the UK. The successful hire will look after the operational aspects of merchant processing and identify opportunities for proactive discussions with merchants regarding their business, growth strategies, and recommendations on how our organization can partner with them.

    Responsibilities:

    · Develop mutual customer success plans with key merchant contacts with merchants to detail growth opportunities and optimization.

    · Identify cross- and upsell opportunities and collaborate with the aligned sales teams to drive deal success.

    · Drive merchant retention through ongoing relationship management and proactively mitigate merchant churn risk.

    · Proactively review merchants' operating environments to deliver merchant education and best-practice sharing.

    · Advocate and liaise with internal teams, including product or technical support, to improve merchant experience.

    · Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and complete formal analyses on declines and interchange.

    Requirements:

    · 1-3 years of customer success or account servicing experience, ideally in payments, financial services, or e-commerce.

    · Proven track record of successfully managing multiple business customers and developing commercial opportunities in collaboration with sales.

    · Strong communication skills and commercial awareness.

    · Ability to work well in a matrix environment, including experience in collaborating across multiple departments and levels within an organization.

    · Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.

    Top MUST-HAVE hard skills:

    · Customer success/account servicing experience across a similarly sized portfolio (ideally mid-market/enterprise customers OR complex solutions).

    · Highly professional – impeccable communication.

    · Proactive.

    · Payments experience desired.

    · Team spirit is important.

    · Tools: Salesforce exp would be preferable.

    If you believe you have the skills and experience relevant for this position, please upload your CV and a cover letter (in one document).

    To apply or find out more please contact or

    #LI–RT1

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