Customer Account Manager - Ireland

Elavon Europe; Dublin; On-site; EUR 45,000 - 65,000; Full time

Job summary

U.S. Bank / Elavon Europe is seeking a Customer Account Manager to provide proactive support and service to a portfolio of small to medium-sized clients via phone or email. You will manage accounts, identify opportunities to enhance profitability, and contribute to client satisfaction and growth.

The role emphasizes retention, upselling ancillary products and services, and meeting performance indicators tied to productivity, revenue, and customer engagement across a multinational environment.

Qualifications

• At least 2 years in a customer account management role in a sales-driven environment.
• Demonstrated track record of meeting and exceeding revenue targets.
• Strong ability to prioritize and manage a large portfolio with a retention focus.
• Excellent time management and organisational skills.
• Proven ability to build and maintain relationships across levels.

Responsibilities

• Retain the assigned portfolio of accounts.
• Upsell ancillary products and services to customers.
• Meet KPI targets for call productivity, case management, retention, and product penetration.
• Achieve in-year new business revenue, total portfolio revenue and customer retention revenue.
• Adhere to service level agreements with other departments.

Skills

Account management

Revenue targets

Relationship building

Time management

Negotiation

Communication

Team player

Adaptability

Leaving Certificate

Education

Leaving Certificate or equivalent

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

The Customer Account Manager is responsible for proactive support and service to an assigned portfolio of small to medium-sized clients via telephone or email. The role includes account maintenance, growth, increased profitability, overall client satisfaction, and projects to identify opportunities to enhance the profitability of the client relationship.

Responsibilities

• Retention of assigned portfolio of accounts
• Upsell – selling ancillary products and services to customers
• Meet Key performance indicators including call productivity, case management, retention, product penetration and customer status engagement related targets
• Achieve In year new business revenue, total portfolio revenue and customer retention revenue
• Adhere to Service level agreements for customer management procedures including other departments

Qualifications required

• At least 2 years’ experience in a customer account management role in a sales driven environment.
• Evidence of consistently hitting and overachieving revenue targets.
• Ability to prioritize and manage a large portfolio with a strong focus on retention and growing your book of business.
• Excellent time management and organisational skills.
• Proven ability to develop and maintain relationships at all levels of a company.
• Broad commercial and financial acumen and awareness of issues involved in negotiating and has ability to negotiate logically and constructively.
• An influential and highly effective communicator (verbal/non-verbal/written) with strong interpersonal skills.
• A team player able to work and support colleagues across a multinational organisation.
• A willingness to accept change and the ability to maintain effectiveness in a changing environment.
• Strong relationship building and influencing skills.
• Leaving Certificate or equivalent as standard.

Competencies

• Collaboration: Interacting with multiple departments in a positive manner through voice, video and other digital and in person meetings
• Customer Centricity: Keeping the customer at the core of our efforts to maintain a business relationship and service with occasional ad hoc related projects, events, initiatives and campaigns
• Drive for Results: Focusing on both retention and revenue growth
• Inclusion: Working with colleagues inclusively in line with US Bank culture
• Risk: Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
• Ethics and Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly, is consistent in own words and actions; inspires trust and respect, by dealing openly with people; keeps confidences and admits mistakes

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

This role has been identified as a Controlled Function (CF 4) under the Central Bank of Ireland’s Individual Accountability Framework Act 2023.

Accordingly, EFS must be satisfied on reasonable grounds that the role holder complies at all times with the fitness and probity/propriety standards. Applicants agree to permit EFS (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity/Propriety Standards and that you will provide EFS with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that EFS requests for that purpose.

Location expectations

This role requires working from a U.S. Bank location three (3) or more days per week.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).
• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.