Job description

Job Description Ready to take your career global? Make your mark with one of the biggest names in payments. At Global Payments, you help businesses grow by transforming how they accept and manage payments. As a Senior Implementation Analyst, you will bring innovative solutions directly to business owners and create a real, measurable impact on their day-to-day operations. As one of Global Payments key brands, Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions that helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more. You will be an organized, analytical and empathetic Senior Implementation Analyst with strong relational and communication skills to support clients during the onboarding and implementation phase. You will be passionate about Tech and F&B and always act ethically. You will be responsible for providing an excellent customer experience and helping customers successfully set up and launch their loyalty programs on our platform. What You’ll Own New Enterprise Merchants and Implementation Own the onboarding process for assigned clients following contract execution, ensuring a seamless transition from the Sales Representative to the implementation phase. Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty program. Ensure customer satisfaction during the implementation phase by proactively addressing customer questions and coordinating with the relevant internal teams to ensure swift and effective resolution. Transfer customers’ requests to the Support team when it comes to tech or integration-related issues. Understanding when to escalate relevant situations to managers in a timely manner. Customer Experience and Success Act as the voice of the customer by sharing feedback and insights gathered during the onboarding process. Support merchants in setting up effective loyalty campaigns and programs aligned with their goals and KPIs. Provide recommendations and best practices to help customers maximize the value of the platform during the implementation phase. Work closely with internal teams to ensure a smooth handover to the Customer Success team once onboarding and implementation are completed. What You Bring Master’s degree or equivalent experience. You have 1–3 years of experience in implementation, onboarding, or customer-facing roles including exposure to enterprise clients or enterprise-level implementations. Strong written and verbal communication skills Detail oriented, analytical and creative thinker. Demonstrated ability to deliver a positive customer onboarding experience. Proficiency in an additional language is preferred (Spanish). Be 100% based onsite at our Charlotte, NC offices. It’s a bonus if you have Bilingual (Spanish) Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus. SaaS or Fintech experience About the team Our inclusive and global team wins together every day. We re proud to have the best minds in the industry, who can learn from as your career grows, its unmatched! Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. What makes a Globalpayer? Globalpayers think like a client, act like an owner, and win as one team. We re curious and innovative - always finding a better way to deliver impact. We empower each other to make decisions, and it s our passion that drives excellence in everything we set out to do. Does this sound like you? Apply now to take your career global. Our 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. Opportunities to grow your skills and build your career within a global business Access to learning, development and on-the-job experiences that expand your expertise A supportive, inclusive team environment where your ideas and input matter Time to give back through community and charity initiatives A global employee assistance program to support your wellbeing Recognition through a global platform that celebrates your achievements. jobs.globalpayments.com At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship. #LI-Onsite EEOC Statement Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here . If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired. Washington Candidates: Click here for information on the Fair Chance Act.

Requirements

Must-haves

Ready to take your career global?
What You’ll Own
New Enterprise Merchants and Implementation
Own the onboarding process for assigned clients following contract execution, ensuring a seamless transition from the Sales Representative to the implementation phase.
Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty program.
Ensure customer satisfaction during the implementation phase by proactively addressing customer questions and coordinating with the relevant internal teams to ensure swift and effective resolution.
Transfer customers’ requests to the Support team when it comes to tech or integration-related issues.
Understanding when to escalate relevant situations to managers in a timely manner.
Customer Experience and Success
Act as the voice of the customer by sharing feedback and insights gathered during the onboarding process.
Support merchants in setting up effective loyalty campaigns and programs aligned with their goals and KPIs.
Provide recommendations and best practices to help customers maximize the value of the platform during the implementation phase.
Work closely with internal teams to ensure a smooth handover to the Customer Success team once onboarding and implementation are completed.
Master’s degree or equivalent experience.
You have 1–3 years of experience in implementation, onboarding, or customer-facing roles including exposure to enterprise clients or enterprise-level implementations.
Strong written and verbal communication skills
Detail oriented, analytical and creative thinker.
Demonstrated ability to deliver a positive customer onboarding experience.
Be 100% based onsite at our Charlotte, NC offices.
Bilingual (Spanish)
SaaS or Fintech experience

Nice-to-haves

Proficiency in an additional language is preferred (Spanish).
It’s a bonus if you have
Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aiswiftgo

Platform: workday
Effort: long