Client Success Manager

Client Success Manager

Shift4 (NYSE : FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry.

Summary

We're looking for a Client Success Manager to build and maintain trusted relationships with our largest and most strategic partners. In this role, you'll serve as a key advisor to enterprise accounts across corporate, franchise, and local levelshelping them get the most out of our solutions while ensuring their needs are heard and prioritized within Shift4. You'll manage the full customer lifecycle from order through installation, coordinating internal and external teams to deliver a seamless experience.

As a central partner to both our customers and internal teams, you'll collaborate closely with Business Development, Product, and Product Development on complex deployments, new openings, and feature rollouts. You'll act as the primary point of escalation for support, billing, and service questions, while also providing valuable insights through reports and business reviews. This role is ideal for someone with exceptional communication skills, a consultative mindset, and the leadership presence to influence stakeholders at all levels while driving long-term growth with enterprise accounts.

Responsibilities

• Become a trusted advisor for each Enterprise account by maintaining a great relationship with key members at the customer's corporate, franchise, and / or local site.
• Become an advocate for each Enterprise account within Shift4 to make sure all activities are scheduled and prioritized correctly.
• Oversee all orders from (Order to Install) managing external and internal resources to ensure each customer order is installed in a timely and accurate manner.
• Collaborate with Business Development, Product, and Product Development to support prospects and customer solutions with complex deployments.
• Partner with Business Development to manage and grow each Enterprise Account where possible.
• Attend weekly calls / meetings for new openings, current projects, Q&A on features / functionality questions
• Provide an escalation path for site issues / concerns as needed. This may include support issues, billing questions, equipment / warranty questions, etc.
• Provide reports as requested to include case statistics, support statistics, user access, etc.
• Liaison with business development concerning enterprise account challenges, opportunities, corporate structure changes, initiatives.
• Conduct business review as requested.
• Provide agenda, deck, call orchestration.
• Work with enterprise account vendors as needed for escalations, issues, new feature pilots / testing.
• Process add on orders as needed for enterprise customers to include change of ownership, change of service, additional equipment, replacement equipment, configuration changes.
• Provide lead information to BD on upcoming new openings, change of ownerships, etc. where full acquiring opportunities exist.
• Demonstrates leadership skills and the ability to work in challenging environments.
• Demonstrates strong communication skills and the ability to target messages to the right levels of an organization.

Qualifications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and / or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.