Commercial and Retentions Manager - Leicester, United Kingdom - Global Payments

Description

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Commercial and Retentions Manager

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Global Payments is a Fortune 500 worldwide payment technology and software company, providing the world's leading complete commerce ecosystem to businesses of every size. Our unique, connected infrastructure serves every dimension of commerce, carrying billions of transactions every year—safely and seamlessly.

In the UK&I we employ over 500 people across 5 sites and work with over 60k customers including blue chip companies such as The Post Office, Brewdog & Trainline.

About the Role

We have a very exciting opportunity to come and work in our Commercial & Retentions Team.. As a Commercial & Retentions Specialist you will share the collective responsibility of defending and growing our revenue contribution by retaining our SME UK customers.

You will have the ability to have strategic conversations and commercial negotiations, understanding what success means to them and also ensuring all suitable products and services are recommended and their contracts renewed.

This position is a hybrid based role at our office in Syston, Leicester

• Be accountable for the Commercial & Retentions team delivering its financial contribution commitments
• To be focused on a reduction in attrition by increasing customer retention through commercial negotiation, product upsell and contract extension
• Ability to track and achieve individual retention targets whilst maintaining high customer standards and balancing workloads
• Have a deep understanding of customer numbers, and use data to inform the decisions you make
• Work closely with our customers to understand what success means to them and how our products and services underpin that success
• Build positive relationships with customers to aid in delivering our goals of growing revenue and retaining customers
• Create great customer experiences with every interaction, always think about how we can make the customer experience even better and asking for customer feedback
• Balancing customer needs and expectations with maintaining healthy and profitable revenue
• Partner with different groups within our organisation; sales, marketing, product and support to drive proactive data-led revenue campaigns, industry changes and customer experience activities.

About You

• Preferred experience in retentions and commercial negotiations, renewals, account management and customer service
• Excellent verbal and written communication skills for internal and external use
• The ability to adapt fast to a changing workload, effectively manage a volume of inbound calls and deal with ongoing customer queries
• To be able to take responsibility for your own actions in order to contribute to your growth and development
• Good commercial acumen with the ability to confidently handle commercial negotiations with medium-sized and SME customers
• To be able to effectively and successfully handle objections relating to account closures and attrition risks with a positive outcome
• Ability to work in a fast-paced, multi-tasking team and manage multiple and changing workloads
• A positive and energetic individual that is capable of engaging with and developing positive and productive relationships with customers and colleagues
• Appropriately manage customers expectations for queries that may be resolved outside of the team and provide escalation where appropriate
• To be a team player and understand the importance of teamwork for your individual success

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Interested in learning more about Global Payments and Our Family of Brands?

Global Payments Inc. (NYSE: GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally. Our technologies, services and employee expertise enable us to provide a broad range of solutions that allow our customers to operate their businesses more efficiently across a variety of channels around the world.

Headquartered in Georgia with nearly 24,000 employees worldwide, Global Payments is a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. For more information, visit and follow Global Payments on Twitter (@globalpayinc), LinkedIn and Facebook.