North America Enterprise Success Manager
Why Verifone
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.
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.
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.
What's Exciting About the Role
Key Responsibilities
- 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
- Own escalation management from identification through resolution, responding and resolving customer inquiries promptly by coordinating across internal departments
- Lead customer-facing meetings on operational topics, including escalation reviews, day-to-day operations, and outstanding action items
- 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
- Perform non-technical project management, supported by enough technical fluency to communicate effectively with technical teams (deep technical expertise not required)
- Own and coordinate hardware and software rollouts and project plan development, working with all stakeholders to ensure accuracy and timeliness
- Attend Customer Governance calls and Quarterly Business Reviews (QBRs) alongside Sales and other stakeholders
- Represent the voice of the customer, gathering feedback to drive continuous improvement across the organization, including product
Skills and Experience We Desire
- Excellent customer service and interpersonal skills including exceptional written and verbal communication
- Effective time management and organizational skills
- Strategic planning capability
- Solid project management skills
- Ability to multi-task and manage multiple simultaneous accounts and inquiries
- Working knowledge of customer environments, the payments industry, and Verifone products and solutions
- Ability to maintain a positive work atmosphere and model strong leadership through words and actions
- Ability to work independently with minimal supervision
Requirements
- 3+ years of experience in Customer Success, Account Management, Operations, Project Management, or a related customer-facing role
- Experience managing multiple enterprise customer accounts and serving as a primary point of contact for operational support and issue resolution
- Proven ability to lead cross-functional initiatives and coordinate with teams such as Sales, Engineering, Implementation, Product, and Support
- Strong project management skills with experience tracking deliverables, managing timelines, and driving action items to completion.
- Experience managing customer escalations from identification through resolution
- Excellent verbal and written communication skills, with the ability to confidently lead customer meetings and present operational updates
- Ability to analyze service metrics, provide reporting, and identify opportunities for process and customer experience improvements
- Working knowledge of technology-enabled solutions, SaaS, payments, fintech, or related industries preferred
- Technical fluency sufficient to collaborate effectively with technical teams, though deep technical expertise is not required
- Experience supporting hardware and software deployments, implementations, or rollout coordination is a plus
Our Commitment
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.
Skills
As published by greenhouse · 15 questions · 3 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (5)
- If referred by a Verifone employee, please let us know who referred you? optional
- This role follows a hybrid work model based out of our Clearwater, FL or Alpharetta, GA office (3 days in office, 2 days remote). Are you able to accommodate this schedule and commute?
- What are your salary expectations for this role?
- Website optional
- LinkedIn Profile optional
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- I have read and understood the Privacy Policy and agree to the Website use Terms & Conditions. I confirm that the information provided is accurate to the best of my knowledge and acknowledge that I am applying for a role with Verifone Inc. and/or its affiliates. For any privacy-related questions, please contact privacy@verifone.com
- Have you ever been employed by Verifone?
- How did you hear about us?
- Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status)?
- Are you currently a citizen of any of these countries: Cuba, Iran, North Korea, Syria
- By submitting your application, you are providing consent: (i) you confirm that the information you have provided is accurate and complete to the best of your knowledge. You will inform the team immediately if you become aware of any errors or inaccuracies post submission; (ii) you acknowledge you are applying for a role at Verifone Inc., further details of which will be provided at a later stage of the recruitment process if applicable; (iii) you confirm you have read and understood the terms of our privacy policy. If you have questions about our privacy practices, please email privacy@verifone.com.
- Would you like to be contacted about future job opportunities that match your profile?
Written answers (3)
- What is your current address? (As a note, we are not able to offer relocation assistance for this position, so candidates must be able to commute to the required office location)
- How many years of experience in Customer Success, Account Management, Operations, Project Management, or a related customer-facing role do you have? In what kind of industries?
- How many customers have you managed at once? What types of escalations did you support?