Client Success Team Manager | Customer Experience | Tokyo

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a Client Success Team Manager to join our ever evolving Customer Experience team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

Manage the team responsible for Worldpay’s enterprise client success in Japan.

What you’ll own

Leads and manages the Japan client success team.Selects, develops and evaluates team members to ensure the efficient operation of the function.Review client case queues, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.Ensures team members are trained when products are released, or products are upgraded.Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.Strategically focused and responsible for client satisfaction, maintaining client communication and client retention activities.Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client projects, execution of account plan activities, building of relationships with client contacts and management.Works to maintain and grow the client relationship while ensuring ongoing client service.Identifies new business opportunities and coordinates with appropriate relationship management team member or sales for opportunities of new Worldpay products or services.Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.Keeps abreast of new products/services and changes to existing products/services.Maintains comprehensive knowledge of applicable products, services and company policies and procedures.May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services Worldpay is offering.Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.Manages and communicates expectations internally and externally.Monitors monthly service level/availability management reports to identify trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty.Other related duties assigned as needed.

Where you’ll own it

You’ll own it in our APAC hub. With hubs in the heart of city centers and tech capitals, things move fast in APAC. We pride ourselves on being an agile and dynamic collective, collaborating with different teams and offices across the globe.

What you bring

Strong team leadership and team development skills.Excellent communication skills both in English and Japanese.Demonstrates the ability to lead by example and motivate professional level employees.Displays strong leadership qualities, decision making abilities and strong business judgment.Communicates ideas both verbally and in written form in a clear, concise, and professional manner.Strong stakeholder management skills, including the ability to establish and maintain effective working relationships both internally as well as externally.Proven knowledge to represent the enterprise ‘s entire range of products to the client and of the industry.Proven track record in client relationship and support management.Payments services experience.Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall succｎess of the client’s business.Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise.Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skillsDemonstrated client-focused leadership ability.Ability to work both independently and in a team environment.

Worldpay perks - what we’ll bring for you

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

A competitive salary and benefits.Time to support charities and give back to your community.Parental leave policy.Global recognition platform.Virgin Pulse access.Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can’t wait to hear from you.

To find out more about working with us, find us on LinkedIn.

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Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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