Senior Customer Engagement Manager

Paysafe (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Position Overview
Paysafe is seeking a Senior Customer Engagement Manager.  This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of three in office working days and two remote working days during the work week.
You will be Responsible for developing large, complex enterprise customer relationships from contract signature, working with the Customer Engagement team through the implementation/delivery stage, to ensure that the customer needs are met and there is no barrier to go live and preventing the processing of full volume projected activity.  Establishing the engagement with each customer once live, the focus will be on solving problems, escalations, addressing day to day needs, ensuring high levels of client satisfaction, and addressing any areas of concern occur all to promote increased value, retention and loyalty.  This role will also look at the short and long term goals of the client, working closely with the relationship management and sales teams to generate increased revenue, create enhanced experiences and partnership to our enterprise relationships. 
Some of the key responsibilities of a Customer Success Manager include:

• Establishing and maintaining strong, long-lasting customer relationships at all levels of the organisation
• Demonstrating deep understanding of customer needs and requirements; reflected in a cohesive account plan, in partnership with relationship managers
• Ensuring the timely and successful delivery of solutions according to customer needs and objectives
• Proactively identifying opportunities for growth within existing customer accounts and liaise with the AM team accordingly
• Collaborating with all internal teams to ensure customer satisfaction, problem solving and retention with evidence of critical thinking and strong follow up focus
• Identifying opportunities in customer feedback and responding to customer inquiries and concerns with solid expertise
• Providing technical support and guidance to customers, assisting with any communication of incidents or activities that directly affect the enterprise customer group
• Production of monthly/quarterly reports for client consumption or internal needs on performance of the customers
• Keeping up-to-date with product developments and updates
• Providing knowledge and support to team members, if needed

Requirements:

• At least six years of experience as a customer success manager or similar role in the payment industry, with a proven track record of increasing customer satisfaction and retention
• Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc., and the ability to troubleshoot and resolve technical issues
• Knowledge of best practices and trends in customer success, such as customer journey mapping, customer advocacy, feedback collection, etc.
• Commercial awareness, experience of understanding contracts, fee structures, opportunities for the prevention of revenue leakage/optimization
• Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers

Candidate Attributes

• Excellent communication skills, both written and verbal, to convey information clearly and persuasively
• Strong problem-solving skills, with the ability to analyse data and identify root causes and solutions
• Customer-oriented mindset, with the desire to understand customer needs and expectations and deliver value
• Collaborative spirit, with the ability to work effectively with cross-functional teams and stakeholders
• Proactive attitude, with the initiative to seek feedback, learn from mistakes, and improve performance
• Adaptability, with the flexibility to handle changing priorities and demands in a fast-paced environment

Life at Paysafe:
One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3300 members of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth.
Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.
Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.