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Global Payments, Inc. Implementations Senior Associate in Lindon, Utah


The Implementations Senior Associate works closely with management to facilitate success for OpenEdge and OpenEdge clients & partners. She/he achieves this through participation in employee training, process improvement projects for the Implementation team and by being adaptable when collaborating with other internal OpenEdge teams. The Implementations Senior Associate will regularly represent Implementations & Client Success in ongoing OpenEdge PRT’s and will lead internal meetings between Client Success leadership to ensure success.

Job Details:

Completing the Major Functions of an Implementation Specialist for Platinum and Beta Partners/Merchants

  • Install OpenEdge Products, configure hardware and integrate with clients Point-of-Sale

  • Report bugs found during beta implementation process

  • Collaborate with Developer Services for partner bug fixes

  • Collaborate with Development/Product teams for OpenEdge bug fixes

  • Coordinate resolutions between SPM/PAR team and OE partners to help clients succeed

  • Provide account credentials to partners and clients for Implementations outside of OpenEdge’s scope

  • Develop new processes for beta/new products that fall outside of standard scope

  • Provide technical/account support for net-new clients after a recent implementation

  • Provide training on OpenEdge products and services to potential partners and merchants

  • Being a direct point of contact for clients when appropriate

Handle escalation requests as directed by Management

  • Addressing escalations and rush requests from both internal and external sources

  • Maintain proper communication with parties involved with the issue at hand whether phone or email

  • Manage escalated scenarios that come through emails from other internal OE departments and external partners and clients

Team development and mentoring

  • Testing beta products/integrations, vetting the PPV and integration guide, and documenting/providing training for Implementations Team

  • Participate in the training of new Implementation Coordinators and Specialists

  • Providing ongoing mentorship and training on both business and technical SOP’s

  • Being an available resource for knowledge, troubleshooting, and critical decision making

  • Be approachable

Representing Implementations & Client Success in Company Initiatives (PRT)

  • PRT participation as assigned by management

  • Providing input for client journey mapping

Implementations Process Improvement

  • Participate and help drive process improvement projects for Implementations

  • Embrace the change and positively motivate the team to do the same

New Hire Interview and Training

  • Participation in interview process with management

  • Training newly hired team members with management on department processes and job responsibilities

Install OpenEdge Products, hardware and integrate with client’s Point-of-Sale

  • Install OpenEdge products (software and hardware), load Merchant ID credentials, integrate with POS, test ability to charge credit cards and provide the merchants with training on relevant programs.

Update account status and add detailed notes

  • Update account status and add notes in CRM.

Provide technical/account support

  • Provide support for technical issues and questions newly implemented clients may encounter.

  • Conference with appropriate parties as part of regular implementations support to facilitate solutions.

  • Follow up with merchant until confirming they have successfully begun processing

Promote Culture of OpenEdge

  • Embrace servant mentality

  • Be a champion for change

Knowledge growth

  • Research, add, and curate entries within the company knowledge base.

  • Crosstrain within team roles to be a backup resource when needed.

  • Research and learn new OpenEdge products, integrations, and partner software’s.

Other duties as Assigned by Supervisor/Manager

Regular attendance and compliance within the schedule assigned

Global Payments Inc. is an equal opportunity employer.

Global 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.

Global Payments Inc. (NYSE: GPN) is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our technologies, partnerships and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world.

Headquartered in Atlanta, Georgia with more than 8,500 employees worldwide, Global Payments is a member of the S&P 500 with merchants and partners in 30 countries throughout North America, Europe, the Asia-Pacific region and Brazil.

Why Work for Global Payments? (https://www.globalpaymentsinc.com/en-us/company/careers)

  • Corporate citizenship is fundamental to our values

  • Real opportunities to grow professionally

  • Collaborative, friendly work environment

  • Relaxed, casual dress code

  • Competitive benefits