Technical Relationship Consultant

il y a 7 jours

Brussels, Belgique Worldline Temps plein

Job Description
- Technical Relationship Consultant

**This is Worldline**

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

**The Opportunity**

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled customer service advisor, then get ready to join our company.

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

Worldline’s largest customers (White-labels) on our e-commerce platform generate a substantial level of IT related workload considering their specific needs and therefore request extra attention. While the IT departments and generic processes are used to ensure consistency and efficiency, an extra relationship layer is added for these largest customers to ensure only one single point of contact for technical related questions at Worldline side with the goal to keep IT teams focused on delivery as per defined roadmap and therefore limit overhead and to ensure these large customers get the appropriate follow-up and specific attention they require.

This extra relationship layer consists of playing a dedicated role at different business levels (Sales, IT, Operations and Product Management,).

**Day-to-Day Responsibilities**

Change Requests/Projects/Bug fixing:

- Act as a Technical Point of Contact for Change Requests/Projects/Bug fixing and liaise with Worldline and customer Technical/Functional Analysts
- Reduce unnecessary technical workload by challenging product design and development phase (existing solutions to re-use, conflicting or not-mature requests, delivery timeline, etc.)
- High-level understanding of Worldline’s platform architecture and constraints (Back-End vs Front-End functionality, ASP to.Net migration, etc.) to advise customers accordingly
- In-depth knowledge of customer specific integration or developments, in order to advise customer and internal experts about the impact of new change requests
- Act as Coordinator for technical side of the projects in close collaboration with the CSM, owner of the overall project.
- Escalate issues and assign service requests to best possible resources when required
- Proactive technical consultancy (carry out technical evaluations and assessments) and advise Sales responsible on upselling possibilities
- Drive improvements and efficiencies for a better Customer Support for your White Label in collaboration with the CSM
- Give guidance to L1 Customer Support

Relationship Management:

- Build and lead active relationships with key technical contacts at both Customer and Worldline’s side. Manage the client technical relationship.
- Act as an escalation point during business hours for IT matters, after normal escalation paths
- Maintain up-to-date list of Customer specificity (Integration and configuration) to ease impact analysis for further changes to the platform
- Represent Worldline in the technical operational meetings with the customer in collaboration with the CSM
- Regular visiting the clients’ site
- Participate and prepare different recurring meeting with your customer((bi)weekly, Monthly, continuous improvement calls)

Support to operational teams:

- Pro-active communication on changes, bugs,
- Follow-up & support of issues escalated to IT teams by Merchant Care
- Follow-up & support of testing (User Acceptance Test) by customer’s teams after development phases
- Follow-up & support go live moments with customer
- Defend and represent customer for bug fixing and changes during IT meetings in collaboration with the CSM
- Follow-up of defect resolution resulting from testing by customer’s teams after development phases
- Ensure post-incident technical briefing of the customer, based on IT teams input.
- Support communication and follow-up of Release management in close collaboration with CSM
- Support on incident management

Reporting to Team leader L2 Client Ops Engineer & Technical Consultants, part of Merchant Care Team Client Services SMB.

**Who Are We Looking For**

We look for big thinkers. People who can drive positive change, step up and show what’s next - people with passion, can-do

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