Customer Experience Manager Pay

CHALLENGE

Cross-functional collaboration and Case resolution 
• Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products
• Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions 
• Identify and escalate critical issues to the appropriate team and leadership to mobilize resources 
• Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams

 Knowledge transfer & Enablement 
• Build collective expertise through knowledge sharing & best practices across the CXM team 
• Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation 
• Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality 
 
Data Driven Improvement & Process Optimization 
• Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement 
• Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations 
• Contribute to optimizing issues resolution workflows and the overall PAY Customer journey