Customer Success Manager • Senior

Who you are

You have a proven track record in customer relationship management, ideally with experience in the payments or financial services industry. Your ability to strengthen relationships with merchant accounts is key, as you will be responsible for training Shift4’s key US merchants on Dynamic Currency Conversion (DCC) and multi-currency processing (MCP) services. You are adaptable and can work effectively with diverse teams and management levels, ensuring that customer engagement strategies are implemented successfully.

You possess strong communication skills, allowing you to convey complex information clearly and effectively to clients. Your experience in developing training strategies will be crucial in driving DCC revenue and ensuring that merchants are well-equipped to utilize Shift4’s services. You are data-driven, using insights to inform your approach and track merchant training progress.

Your ability to work collaboratively with the broader global DCC team will enhance your effectiveness in this role. You are comfortable with technology and can leverage tools like Salesforce to provide timely updates against plans and revenue. You thrive in a hybrid work environment, balancing travel for client engagement with administrative work from home or the office.

Desirable

Experience in the payments industry or with foreign exchange services would be a significant advantage. Familiarity with training methodologies and customer engagement strategies will help you excel in this position. You are proactive in seeking out opportunities to improve processes and enhance customer satisfaction.

What you'll do

In this role, you will implement training strategies with key Shift4 merchants to drive DCC revenue. You will work closely with the global DCC team to develop online and self-service strategies that facilitate DCC acceptance among merchants. Tracking merchant training and progress in Salesforce will be a critical part of your responsibilities, as you will provide timely updates against plans and revenue targets.

Your focus will be on increasing revenue by providing targeted support to merchants, employing data-driven strategies to achieve results. You will engage with clients regularly, ensuring they understand the benefits of DCC and MCP services and how to effectively implement them in their operations. Your adaptability will allow you to work with diverse teams and management levels, fostering a collaborative environment that drives success.

You will also be responsible for monitoring the effectiveness of training programs and making adjustments as necessary to ensure that merchants are fully equipped to utilize Shift4’s services. Your insights will help shape future training initiatives and customer engagement strategies, contributing to the overall success of the organization.

What we offer

Shift4 offers a dynamic work environment where you can make a significant impact on customer engagement and revenue growth. You will have the opportunity to work with a talented team dedicated to redefining commerce through innovative payment solutions. The hybrid nature of the role allows for flexibility, with a mix of travel and remote work.

We encourage you to apply even if your experience doesn't match every requirement. At Shift4, we value diverse perspectives and are committed to fostering an inclusive workplace where everyone can thrive. Join us in our mission to simplify complex payments ecosystems and drive success for our clients.