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Director Customer Success
First Data
Atlanta, GA, United States
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Description
First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.
First Data Network and Security Solutions provides a wide range of value-added technology solutions to financial institutions of all sizes, enterprise clients and small businesses. Network Solutions include Electronic Funds Transfer (EFT) network services, such as STAR debit and ATM processing, and prepaid network services, including Valuelink, MoneyNetwork, Transaction Wireless, and Gyft. Security Solutions include best-in-class solutions such as TransArmor and TeleCheck, and our suite of advanced fraud prevention solutions. NSS also supports our other digital strategies including mobile payments and online and mobile banking
Position Description Overview
The Security and Fraud team is a SaaS business with a portfolio of security and fraud solutions for merchants and issuer banks using First Data’s payment processing platforms. The Security and Fraud Customer Success team is focused on providing a world class, end to end, experience for merchants and issuer banks that process their payments with First Data and rely on our security and fraud solutions to protect them and their customer from data breaches. Customer Success supports merchants and issuers to integrate to First Data technologies and then through their entire relationship with First Data ensuring minimal churn and maximize life time value.
Job Responsibilities
• Primary function of the Customer Success Director is to be the lead on the establishment and management of the Security and Fraud Customer Success team, which is a new practice at First Data. As the Director your role is to establish a process and framework for which the Security and Fraud team will implement customer success best practices to deliver a best in class SaaS inspired customer experience. Key metrics and goals associate with this role include reducing customer time to go live, backlog and churn and increasing customer lifetime value for both Security and Fraud and First Data
• Additionally, as the Director, it will be your responsibility to manage the overall health and progress from the team while working with the Sr.Director to build out a team of talented Customer Success Professionals. The Director must continually seek and capitalize upon opportunities to increase Customer satisfaction and deepen Customer relationships – and being creative is a bonus (e.g., events, interesting marketing campaigns, themed content)! As the Customer Success Director you will also be responsible for setting an example of expectations in terms of protocol and processes for the rest of the company while evangelizing Customer Success.
• • Review customer contracts and understand commercial and technical goals of the deal • Set, monitor and achieve key Customer Success metrics including, but not limited to: Churn, Backlog, Time to go Live, Customer Lifetime Value • To provide a key interface for First Data to Customer Success • To evangelize Customer Success in a large organization • To provide a key interface to the customer during the project lifecycle, ensure that the business requirements are being met • Minimizes exposure and risk across multiple projects and the Custome Success team by confronting issues openly and quickly • Plan, manage and control project schedules and to oversee the completion of deliverables to the schedule • Monitoring and reporting progress to ensure that the team’s projects are delivering key milestones to target timescales • Management of the resource pool allocated to the project • Recommend opportunities for the improvement of current and/or planned projects to add to the value of the Security and Fraud Portfolio • Work with the product team on needed features and functionality recommended by implementation and/or customers for the product roadmap • Possesses a thorough understanding of our methodologies, technologies and capabilities • Travel expectations up to 30%
Scope of Job
Manages team(s) and/or individual contributors.
Autonomy
Requires no or little guidance and supervision from management. Decisions made provide direction to functional area or department. Applies in-depth skills and broad knowledge of the business to address complex problems. Contributes to the design of strategic company initiatives within the context of the sub-functional area or business unit. Resolves non-routine complex problems.
Job Requirements
• • Requires at least 5 years’ experience in a Project Management role managing a portfolio of projects, ideally with management / team leadership experience • Requires at least 5 years’ experience in technology / SaaS industry, ideally with strong experience of payment processing or security and fraud software or processes • Accreditation in, or demonstrable understanding of, a recognized project management methodology such as PRINCE2 • Experience of having worked in both start-up and large enterprise companies is an advantage
• • Ability to communicate at a for target audience/stakeholders at appropriate level of detail. • Exceptional interpersonal skills, including teamwork, facilitation and negotiation. • Ability to manage project discovery phase, liaising with clients and users, facilitating workshops and documenting user requirements • Ability to scope, plan and budget projects, incorporating crucial details such as risk management and return on investment • Focused on Customer success in project delivery and technology adoption and retention • Establish and maintain a high level of Customer confidence and trust. • Excellent written and verbal communication skills. • Excellent planning and organizational skills. • Builds expert knowledge in our industry and conveys knowledge to others. • Helps to determine new, creative ways to employ teams on projects and distribute responsibilities. • Works across practice to share lessons learned and best practices. • Effective at driving short-term actions that are consistent with long-term goals. • Energetic self-starter with strong commercial awareness.
Competencies
• Customer Service Management
• Relationship Management
• Project Management
• Applic Delivery Process
• Requirements Analysis
• Implementation
• Problem Mgmt Process
• Solutions Development
• Knowledge of Customers
• Knowledge of Product Line
First Data is an Affirmative Action – Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)
First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.