Customer Service Associate jobs in United States

Paymentology is the first truly global issuer processor giving banks and fintechs the technology team and experience to rapidly issue and process Mastercard, Visa, and UnionPay cards across more than 60 countries at scale.

Our advanced multicloud platform offering both shared and dedicated processing instances, vast global presence, and richer real-time data set us apart as the leader in payments.

The Account Manager is responsible for providing strategic guidance to Paymentology's key clients, ensuring the highest level of satisfaction and driving growth and expansion opportunities. This role involves developing comprehensive success plans, analyzing client performance metrics, and proactively addressing any issues. The Account Manager builds and maintains long-term trust-based relationships with clients, aligning our services with their strategic goals and business objectives.

Client Relationship Management:

• Manage critical and high-value client accounts serving as their main point of contact.
• Develop and maintain trust-based relationships with key client stakeholders, acting as their advocate within the organization.
• Foster deep strategic relationships with senior client executives and decision-makers.

Account Strategy and Planning:

• Develop and implement comprehensive Success Plans tailored to each client's strategic goals and business objectives.
• Provide strategic insights and advice to clients, aligning our services with their long-term vision.
• Regularly review and analyze client performance metrics, ensuring alignment with client goals and proactively addressing any issues.
• Set up and chair necessary meeting cadences such as Weekly Operational Reviews, Monthly Performance Reviews, Quarterly Business Reviews, and Annual Steering Committees with clients.
• Assess progress, gather feedback, and refine strategies during these meetings.

Service Delivery and Client Feedback:

• Ensure the timely and successful delivery of solutions according to client needs and objectives.
• Manage client expectations and ensure client satisfaction with services provided.
• Lead initiatives to gather and analyze client feedback, driving continuous improvement in client experience.
• Develop and execute tailored strategies to enhance customer satisfaction and minimize churn.
• Monitor client health indicators and proactively implement measures to retain at-risk clients.

Business Development and Growth:

• Identify and pursue opportunities for upselling and cross-selling additional services, ensuring alignment with client needs.
• Drive contract renewals and negotiations, leveraging strategic insights to add value and enhance client satisfaction.

Reporting and Data Analysis:

• Lead the preparation and presentation of detailed reports on key performance indicators (KPIs) during QBRs and other strategic meetings.
• Continuously track and report on annual Success Plan achievements, making strategic recommendations as necessary.
• Utilize advanced data analytics to provide strategic insights and identify opportunities for client improvement.

Leadership and Mentorship:

• Provide guidance and mentorship to other account managers and team members.
• Lead by example, fostering a client-centric culture within the team.
• Participate in training and development programs to enhance skills and knowledge.
• Provide clients with advanced training and resources to maximize the value of our services.
• Conduct workshops and seminars to educate clients on industry trends, best practices, and innovative solutions.
• Serve as a thought leader and trusted advisor, helping clients navigate industry changes and challenges.

Problem Solving and Conflict Resolution:

• Address and resolve client issues and complaints promptly and effectively.
• Identify potential problems early and develop proactive solutions to mitigate risks.
• Serve as the senior escalation point for any client issues, ensuring timely and effective resolution.
• Oversee all client communication logs and issue resolutions.
• Maintain detailed knowledge of each client's contractual obligations, setups, and environments.

Cross-functional Collaboration:

• Work closely with the product, marketing, and sales teams to align client strategies with organizational goals.
• Collaborate with other Account Managers to ensure a unified, high-quality experience across all regions.
• Participate in high-level strategic planning sessions to ensure client needs and feedback are integrated into company initiatives.

At Paymentology, we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

10 - 25%

Requirements:

What it takes to succeed:

• 8-10 years of experience in account management, client relationship management, or a related role working with high-value or enterprise clients, large corporations.
• Previous experience in the payments domain and of managing stakeholders.
• Exposure to an industry or business that runs 365/24/7.
• Previous exposure to working in a quickly changing environment and an agile mindset to navigate change.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook to effectively communicate, analyze data, and create presentations.
• Time management and multitasking skills.
• Business acumen skills.
• Skilled in handling client issues and conflicts, ensuring timely and effective resolution.
• Exceptional skills in building and maintaining long-term trust-based relationships with senior executives and key stakeholders.
• A resilient mindset, ability to work under pressure and focus on successful outcomes.
• Excellent analytical skills for tracking and interpreting client data.
• Strong negotiation skills to renegotiate contracts and pricing with clients.
• Attention to detail skills.
• Excellent verbal and written communication skills in English.

Remote Work:

Yes

Employment Type:

Full time