Customer Success Specialist

Date: Apr 14, 2025
- Company:

- Location: Suresnes, FR, 92150

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

**Job Purpose**

As a Customer Success Specialist you will support the operational coordination and delivery governance of Professional Services for one of Ingenico’s most strategic clients. Working alongside the Program Manager Lead, you will help ensure that demand, delivery, and documentation processes run smoothly, contributing to the success of the account through structure, clarity, and continuous improvement.

This role offers exposure to a dynamic and complex client environment, with opportunities to take ownership of selected initiatives and shape the way the organization operates.

**Core Responsibilities**

**Professional Services Support and Coordination**
- Support and coordinate the demand management lifecycle through structured engagement with the client and internal stakeholders.
- Support the demand intake process by organizing requests and ensuring accurate classification and coordinate the creation of Statements of Work (SoW).
- Oversee delivery governance across the active project portfolio, coordinating status reviews, identifying risks, and driving corrective actions when needed.
- Serve as the voice of the client, balancing expectations with delivery capabilities and acting as the first operational escalation interface.
- Support the preparation of budget, revenue forecasts, and capacity planning in alignment with ongoing and expected demand.
- Manage billing and financial reconciliation to ensure accurate revenue recognition and forecasting.
- Where applicable, lead or co-lead delivery of selected PS initiatives or customer-facing workstreams.
- Contribute to the continuous improvement of program governance by providing input on process efficiency, gaps, quality tracking, tooling, and documentation practices.
- Work with Sales, Finance, Procurement, Operations, and Delivery Managers to ensure readiness and alignment on upcoming demands.

**KPI Tracking and Reporting**
- Gather operational data to support delivery status updates and performance metrics (KPI, effort tracking, SoW lifecycle).
- Help maintain dashboards and reports used in internal and client-facing reviews.
- Ensure accurate mapping between work effort, timesheets, and the associated project or BAU activity.

**Profile**

You have at least 3-5 years in customer success, delivery management, or PMO roles and a proven experience in managing a portfolio of B2B service engagements from intake to delivery completion. You also have a good understanding of the professional services lifecycle, SoW management, delivery governance, and revenue accountability and experience in managing enterprise clients, preferably in fintech, payments, or technology sectors.

**Important technical skills**:

- Proficient with Excel, PowerPoint, and Jira.

**Other meaningful skills**:

- Highly organized and detail oriented and able to work with structure and documentation, even in fast-paced environments.
- Strong communication skills
- Analytical mindset and confidence with numbers, tracking and reporting.
- Resilient and flexible when managing multiple workstreams.
- Eager to grow into more responsibility in a program governance or client success capacity.
- Comfortable stepping into a project coordination or leadership role when needed
- Proactive in suggesting improvements and strengthening program-wide delivery practice
- Pragmatic, delivery-driven, and committed to client satisfaction.
- Balanced mindset between service execution and business development.
- Confident managing complex relationships and driving clarity across stakeholders.
- Fluent in French and business-level English required

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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