Customer Success Manager

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

AIB Merchant Services is a leading Payment Solution provider both in Ireland and Europe processing almost 3 billion payment transactions per year across multiple international currencies and jurisdictions. We offer state-of-the-art payment acquiring platforms, POS systems and eCommerce solutions to support the evolving needs of Merchants, Merchant Service Providers and Payment Facilitators.
With global electronic payments expertise spanning over 35 years. Through its relationship with Fiserv, AIBMS delivers world-class point of sale solutions that are inspired by deep industry insight and realised through a program of sustained global investment.

What does a successful Customer Success Manager do?

The Customer Success Manager is responsible for delivering top class services and being key in making our merchants successful. The role is responsible for supporting some of AIBMS’ flagship SME merchants and working with well-known businesses in Ireland and the UK. You will be the primary contact of your portfolio of merchants and have responsibility for understanding their business, being a trusted advisor for them and drive product adoption across their business. You will be a champion and an advocate for their business.

The role is multi-faceted, dynamic and evolving, requiring the ability to plan scheduled activities while equally having the ability to multi-task, react and prioritise according to merchant needs as they may arise.  A high level of customer engagement, both in person and by phone is expected.

We are looking for a service-oriented professional with a sharp focus on productivity, that displays strong interpersonal and communication skills, is self-motivated, organised and can demonstrate a proven record in multi-tasking.

What you will do:

• Maintain an account management plan to include quarterly business reviews for 200 high value accounts, to include site meetings, achieving account objectives, forecast annual and quarterly revenue, and planning to achieve agreed revenue growth.
• Provide update reports on plan with details of weekly activity, including portfolio KPIs, team activities, any identified risks to plan, all merchant engagements, solution delivery status and other key updates.
• Control and maintain of margin by successfully managing rate reviews assigned to them to meet business targets for retention and margin.
• Ensure that opportunities for sales of additional products and services are identified and progressed in line with expected standards & business targets, in particular identifying upgrade opportunities to add merchant value via strategic Clover, Authipay, integration, app market solutions and sector solutions.
• Capture all customer communications and maintenance of our CRM and customer success software tools.
• Liaise with internal departments and external partners as required to gather the necessary information to answer customer queries correctly.
• Be able to understand and explain complex processes including transaction pricing and billing mechanisms; equally be able to consult with and understand our merchants’ needs and help them to evaluate best solution outcomes.
• Work effectively as a team member, undertaking project / initiative leadership alongside colleagues.

What you will need to have:

• The ideal candidate will have a track record of building strong commercial relationships, ideally in payments or related industries such as telecoms or SaaS. They will have managed a large volume of accounts and be skilled at assigning their activity where required across a large portfolio. 
• At least 2 years proven experience with customer success or relationship management for SME or business customers preferable, consistently achieving or exceeding revenue targets
• Numerate and analytical. Comfortable using data analytics to inform strategic thinking, effectively manage a portfolio and track performance.
• Strong computer skills including an advanced knowledge of MS Office (esp. Excel)
• Ability to think innovatively and creatively
• Ability to multi-task, being proactive, efficient and independent
• Good communication skills
• This role will involve travel outside of office, so the successful candidate must have a full clean driving licence and own transport.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.