The Customer Success Program Manager will lead multiple cross-functional projects across Customer Success, and operational teams to ensure timely execution of business-critical initiatives. This individual will drive the business review process and score cards, track monthly/quarterly/annual visits, follow known issues, execution of account plans, CSM Agendas and driving continuous improvement across teams. As well as collaborating with leadership to develop customer survey capabilities. A deep understanding of payment industry dynamics, product functionality, and operational nuances is preferred for this role.

Key Responsibilities:

• Own and manage the overall program lifecycle, including initiation, planning, execution, monitoring, and closing of payment-related projects.
• Work closely with executive leadership to ensure all current initiatives align with company strategy and business objectives, particularly around Customer Success and satisfaction with our financial products.
• Collaborate with cross-functional teams including Sales, product management, engineering, legal, operations, and finance to ensure customer satisfaction and timely resolution to issues.
• Lead initiatives to streamline processes, improve efficiencies, and promote best practices within Customer Success.

Required Skills & Experience:

• Minimum of 4+ years of experience in program management
• Minimum of 8+ years of experience in payments/Customer Success.
• Proven ability to lead cross-functional teams, manage multiple stakeholders, and drive collaboration in a matrixed environment.
• Strong analytical and problem-solving abilities, with a track record of managing risks and resolving program challenges in a dynamic, fast-paced environment.
• Excellent verbal and written communication skills, with the ability to influence, negotiate, and drive decisions at all levels of the organization.

 Key Competencies:

• Results-Oriented: Strong focus on delivering results on time and within scope.
• Adaptability: Ability to manage ambiguity and change in a fast-moving, high-pressure environment.
• Customer-Centric: A deep commitment to delivering a superior customer experience through optimized payment solutions.
• Innovation-Minded: Passion for improving systems and processes, with a proactive approach to identifying opportunities for innovation.

Desired skills:

• Strong understanding of payment processing systems, including card networks, ACH, SWIFT, mobile payments, gateways, and fraud prevention tools.

Pavilion Payments

Pavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across all of their physical and digital properties. Our complete suite of payment solutions enables safe, secure, and trusted cash access at the cage, on the casino floor, or online. Our compliance and security solutions offer additional layers of automation and risk protection. And our analytics solutions enable clients to view performance across all of their gaming properties.

Perks & Benefits!

● A great company that is focused on team building, and career pathing for its team!

● Join a team that is fun, friendly, and customer-focused!

● Excellent employee benefits package - Health, Dental, Vision, 401k match, and more! 

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department