Position Details

Type Full-Time

Experience senior

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

Global Payments is seeking a Strategic Account Manager to oversee enterprise-level support and service activities for assigned client accounts. The role ensures quality service performance, manages incident escalations, and maintains long-term client relationships to reduce downtime and support costs.

Key Responsibilities

Own totality of client relationship for assigned accounts and Global Payments products/services
Ensure tactical initiatives are implemented successfully
Act as single point of client contact for service incidents and technical issue escalation
Maintain long-term client relationships and proactively reduce client downtime and support costs
Respond on call 24/7 and update client business groups during and after severity one incidents

Technical Overview

This is a support operations and client management role covering Global Payments product support across Commercial, Consumer, and Debit, including TMS and Value Added Products (VAPs). The manager coordinates resolution of service incidents, escalates technical issues with regulatory or financial impact, and supports 24/7 on-call incident responsiveness.

Ideal Candidate

The ideal candidate has prior customer success or account management experience owning enterprise client relationships and managing support/service delivery. They are comfortable serving as a single point of contact for incident coordination, handling severity one incidents on a 24/7 on-call basis, and communicating clearly with both clients and internal support/sales teams.

Must-Have Skills

On call 24 hours a day7 days a weekTravel to client site(s) as necessaryCoordinate resolution of service incidents and escalation of technical issuesSingle point of client contactMaintain long-term client relationships

Required Skills

Client managemententerprise-level supportservice deliveryproactive service and support mechanismsreduce client downtimesupport costsincident managementseverity one incidentsescalation managementsingle point of client contactvoice of the customerTMSValue Added Products (VAPs)Core

Hard Skills

Client managementEnterprise-level supportService delivery managementIncident managementEscalation managementRoot cause coordination (coordination of resolution of service incidents)24x7 on-call supportSeverity one incidents handlingProactive service and support mechanismsClient relationship managementProduct installation understandingService incident escalationTechnical issue escalationTMSValue Added Products (VAPs)Core (Global Payments products)CommercialConsumerDebit

Soft Skills

Client relationship buildingAccountabilityOn-call responsivenessEmpathy to client impactCommunication as voice of the customerStakeholder managementCross-team collaborationBusiness understanding and consultative communication

Industry & Role

Industry Fintech

Job Function Provide strategic enterprise account management through proactive support, incident coordination, and client relationship ownership.

Role Subtype Customer Success Manager

Keywords for Your Resume

Strategic Account Managersingle point of client contactclient managemententerprise-level supportservice activitiesservice deliveryproactive service and support mechanismsreduce client downtimesupport costsincidentseverity one incidentsescalationtechnical issuesvoice of the customerTMSValue Added Products (VAPs)CoreCommercialConsumerDebit24 hours a day7 days a weekon calltravel to client site(s)incident escalation

Deal Breakers

On call 24 hours a day, 7 days a week, Travel to client site(s) as necessary, Ability to act as single point of client contact and coordinate incident resolution

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