North America Enterprise Success Manager at Verifone

<h2><span style="color: #236fa1;">Why Verifone</span></h2> <p>For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.</p> <p>Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.</p> <p>Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently, we do allow a hybrid work schedule but we regularly revisit our attendance policy.</p> <h2><span style="color: #236fa1;">What's Exciting About the Role</span></h2> <div>As the North America Enterprise Success Manager, you'll serve as a trusted operational partner for strategic enterprise customers, owning the overall health and success of assigned accounts after implementation. This is a highly collaborative, customer-facing role where you'll drive operational excellence, lead post-implementation project management efforts, oversee ongoing production support, and partner with teams across Sales, Engineering, Implementation, and Account Management to deliver exceptional customer outcomes. You'll have the opportunity to influence customer satisfaction, manage critical escalations, improve operational performance, and identify opportunities for account growth while becoming a key advisor to both customers and internal stakeholders</div> <h2><span style="color: #236fa1;">Key Responsibilities</span></h2> <ul> <li><span style="color: rgb(0, 0, 0);">Serve as the primary operational point of contact for assigned customers, managing day-to-day relationships, providing ongoing support, and partnering with the commercial team to address operational needs and ensure seamless service delivery</span></li> <li><span style="color: rgb(0, 0, 0);">Own escalation management from identification through resolution, responding and resolving customer inquiries promptly by coordinating across internal departments</span></li> <li><span style="color: rgb(0, 0, 0);">Lead customer-facing meetings on operational topics, including escalation reviews, day-to-day operations, and outstanding action items</span></li> <li><span style="color: rgb(0, 0, 0);">Manage customer communication and project tracking by maintaining trackers, documenting meeting notes, distributing action items, monitoring progress, providing regular status updates, and driving open issues to timely resolution with both customers and internal stakeholders</span></li> <li><span style="color: rgb(0, 0, 0);">Perform non-technical project management, supported by enough technical fluency to communicate effectively with technical teams (deep technical expertise not required)</span></li> <li><span style="color: rgb(0, 0, 0);">Own and coordinate hardware and software rollouts and project plan development, working with all stakeholders to ensure accuracy and timeliness</span></li> <li><span style="color: rgb(0, 0, 0);">Attend Customer Governance calls and Quarterly Business Reviews (QBRs) alongside Sales and other stakeholders</span></li> <li><span style="color: rgb(0, 0, 0);">Represent the voice of the customer, gathering feedback to drive continuous improvement across the organization, including product</span></li> </ul> <h2><span style="color: #236fa1;">Skills and Experience We Desire</span></h2> <ul> <li>Excellent customer service and interpersonal skills including exceptional written and verbal communication</li> <li>Effective time management and organizational skills</li> <li>Strategic planning capability</li> <li>Solid project management skills</li> <li>Ability to multi-task and manage multiple simultaneous accounts and inquiries</li> <li>Working knowledge of customer environments, the payments industry, and Verifone products and solutions</li> <li>Ability to maintain a positive work atmosphere and model strong leadership through words and actions</li> <li>Ability to work independently with minimal supervision</li> </ul> <h2><span style="color: #236fa1;">Requirements</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">3+ years of experience in Customer Success, Account Management, Operations, Project Management, or a related customer-facing role</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience managing multiple enterprise customer accounts and serving as a primary point of contact for operational support and issue resolution</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Proven ability to lead cross-functional initiatives and coordinate with teams such as Sales, Engineering, Implementation, Product, and Support</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Strong project management skills with experience tracking deliverables, managing timelines, and driving action items to completion.</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience managing customer escalations from identification through resolution</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Excellent verbal and written communication skills, with the ability to confidently lead customer meetings and present operational updates</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ability to analyze service metrics, provide reporting, and identify opportunities for process and customer experience improvements</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Working knowledge of technology-enabled solutions, SaaS, payments, fintech, or related industries preferred</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Technical fluency sufficient to collaborate effectively with technical teams, though deep technical expertise is not required</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience supporting hardware and software deployments, implementations, or rollout coordination is a plus</span></li> </ul> <h2><span style="color: #236fa1;">Our Commitment</span></h2> <p>Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.</p>