Enterprise Implementation Specialist

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. 

Summary: 

The Enterprise Implementation Specialist is responsible for providing professional and timely service to our Enterprise customers, in order to maximize client satisfaction. This position interacts with all levels within the organization to achieve results for their clients. The Enterprise Implementation Specialist will coordinate and schedule account reviews for their respective accounts and take a proactive approach with client follow-up.  This position requires professional conversations with clients daily regarding general or complex questions and/or system problems.   As such, the representative needs to be responsive, proficient and reflexive in any work they perform for their clients. It is imperative the Enterprise Implementation Specialist is approachable, consistent and forward thinking to address the client’s ongoing issues and future needs. 

Essential Duties and Responsibilities 

• Provides world-class remote and onsite training to enterprise customers

• Applies a consultative approach to software implementation projects to ensure the solution meets the business need

• Assists Project Managers in coordinating long, complex projects

• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.  

• Trains support teams on details of each enterprise account

• Understands and partners with foodservice operations to improve efficiency 

• Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry

• Resolves complex support issues for enterprise accounts

• Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. 

• Collaborates with Tier 3, Product, R&D and leadership to implement and support customers

• Creates requirements for, submit, and manage the life of enhancement requests for customers

• Able to negotiate alternatives, knows when to escalate a problem, or when to ask for assistance in dealing with the various problems reported. 

• Highly qualified in problem-solving, troubleshooting, and customer service skills

• Professional presence with a calm, patient, listening demeanor that can thrive in high-stress environments

• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques. 

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel. 

• Must employ clear, concise and grammatically correct verbal and written communication skills, as well as apply professional customer service skills during all interactions with customers.   

• Installs software and hardware both remote and at customer’s sites

• Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation. 

• Facilitates and administers training, as necessary, at various company-sponsored training seminars; develops associated training curriculum and materials. 

• Performs and conducts periodic meetings and on-site visits to resolve issues.  Thoroughly documents interactions to assist with senior-level management district evaluations. 

• Maintains hyper-focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer. 

• 60% travel required

Qualifications 

Experience and Education 

• Bachelor's degree preferred and/or ten years of related customer or client service experience 

• Strong communication, marketing and customer service skills to effectively resolve client concerns and promote product usage

• Problem-solving, time-management, and organizational abilities are also required to efficiently resolve client concerns

• Strong technical knowledge of PC hardware and software, including standard operating systems, basic network usability, and spreadsheet software is necessary. Ongoing education is necessary to stay abreast of current technology

• Ability to be goal- and detail-oriented, persistent and motivated, possess high level of initiative, excellent oral and written communication skills, superb analytical and methodical problem-solving skills, ability to handle stressful situations, meet deadlines, work well in team environments and carry out responsibilities with no or minimal supervision

• Handling client communications and conflict resolution, providing two-way communication between client and organization, communicating client’s expectations, goals and interests to the team, researching and creating tools for account growth, and reviewing all major deliverables, among others

Language Skills 

• Ability to read, analyze, and interpret financial reports, and DOE documents

• Ability to respond to common inquiries or complaints from customers and regulatory agencies

• Ability to effectively present information to top management

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

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.

$65,000 - $70,000
The above represents the expected (select: salary or hourly) range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
 

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].