Bilingual (FR/EN) Customer Success Manager
Global Payments Canada is a leader in commerce solutions, seeking a bilingual (FR/EN) Customer Success Manager to enhance customer relations and drive revenue. The role focuses on generating revenue, retaining merchant accounts, and providing superior customer service for small and medium enterprises. Responsibilities Identify all sales opportunities within assigned Small Business Portfolios Cross Sells/Up Sells of bank card services Terminal sales and upgrades Re-pricing of merchants to profitable level where applicable Promote and Sell additional services offered by Global Payments and Existing Partners Handle all retention issues using strong negotiation skills to maintain the merchant at a threshold of 45 BP Proactively call our top merchants to ensure a positive relationship is maintained Maintain a 60% save ratio Add Locations Setups Equipment setups Leading Integration Projects Account Changes New Merchant Location Setups Integrated POS Setups One stop Resolution 24-48 hour follow up with all Voice mail, Incidents, Emails Strong follow up for all setups and orders Minimize all escalation issues at first point of contact All issues must be documented in CSP with follow up resolutions Skills High School diploma French and English communication skills (written and spoken) 1-2 years of Sales or B2B customer service experience Strong negotiation skills Strong outbound and inbound phone sales skills Strong telephone and relationship building Ability to identify all merchant needs and issues using probing skills and utilizing open ended questions Effective time management / organizational skills to deliver products and services to clients Strong knowledge of several of PC based applications including: Word, Excel, Outlook, and Intranet Benefits Benefits after 30 days Medical, dental and vision care EAP programs Paid time off Recognition programs Retirement and investment options Charitable gift matching programs Worldwide days of service Company Overview Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions. It was founded in 1997, and is headquartered in Oklahoma City, Oklahoma, USA, with a workforce of 1001-5000 employees. Its website is