Account Manager

SUMMARY The Customer Success Manager I is responsible for ensuring satisfaction and maximum utilization of payment services of assigned customers and their key suppliers. This customer-facing position is a key account management role for customer retention, full product implementation and presentation of new tools, products and services. The Customer Success Manager I role requires exceptional communication, organization, problem solving and follow-through skills. JOB DUTIES Serve as primary point of contact for strategic customer payment questions with a goal of optimizing payment mix and efficiency. Track interactions and provide follow-up communication with the customer and their suppliers defining any additional information required; ensure all actions are closed in a timely manner. Maximize revenue opportunities for customers through use of MasterCard and NVP Card. Identify, contact and assist accounts which are not in line with PAR reports. Research and provide resolutions to payment questions and issues in a timely fashion. Expertly resolve escalated payment problems, keeping Implementation and Sales teams abreast of issues and status. Educate customers and their suppliers on our products and services and how best to leverage them in their payment flow. Proactively identify best practices/workflow changes to improve customer satisfaction. Develop and maintain strong and productive relationships with key personnel.Provide ongoing status reports to sales about supplier payment trends. Provide Manager of Customer Success and Customer Success Team with quarterly health reports for accounts. Identify opportunities to increase Mastercard spend and assist with the conversation from other payment methods to card when appropriate. Partner with the AP Concierge team to identify opportunities and complete setup. Conduct proactive outbound contact with suppliers to update records and payment acceptances. Adhere to strict compliance procedures and maintain customer and supplier confidentiality. Perform miscellaneous projects and duties as assigned. REQUIREMENTS College coursework in Business or Accounting or equivalent experience; college degree preferred. 2 years customer service experience or support experience preferably within the payments or accounting industry. Familiarity with accounting and payment industry practices preferred. Advanced computer skills required, including high level knowledge of Microsoft Office and experience working within Salesforce CRM preferred. KNOWLEDGE, SKILLS AND ABILITIES Customer and Personal Service — Customer-focused with proven knowledge of solution-selling strategies. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and talking to others to convey information effectively. evaluation of customer satisfaction. Actively looking for ways to help people. The ability to communicate information and ideas in speaking so others will understand. Sales and Marketing — Ability to multitask and work in a deadline-driven, time-sensitive environment. Ability to build relationships. Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. Persuading others to change their minds or behavior. Bringing others together and trying to reconcile differences. Relationship building, including established contacts and relationships with potential customers in key markets, and maintaining those relationships over time. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Understanding written sentences and paragraphs in work related documents. Professional-level written and verbal communication skills and exceptional relationship building skills. Exceptional written and oral expression and comprehension, including excellent presentation skills with an ability to partner with senior business leaders to understand needs and deliver solutions. Establishing and maintaining interpersonal relationships — developing constructive and cooperative working relationships with others and maintaining them over time. Technology— knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay’s systems and software. Use of database products, CRM software (Salesforce), ticketing software (Zendesk), fax and phone systems. Active listening and speaking— giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively. Critical thinking and persuasion— using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Service orientation and social perceptiveness— actively looking for ways to help people while being aware of others' reactions and understanding why they react as they do. Administrative — knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology. Active learning — understanding the implications of new information for both current and future problem-solving and decision-making. Time and task management — managing one's own time and the time of others. People & Inclusion — Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems. WORK SCOPE AND CONTEXT Job is focused on specific area of business with some established practices and procedures. Must work with operational timeframes and be flexible to changing priorities. Decisions are made within specific operational guidelines. Decisions and service affect department, payments and customers or suppliers. Position has a direct effect on utilization and revenue. Work is checked and supervised frequently. Job has no supervisory responsibility. Contacts are made both inside and outside the organization. Internal contacts include the Technical Support, Implementation and Operations teams, leads and managers. External contacts include strategic customers and their suppliers. Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on problem solving, customer service and information exchange. Interactions are initiated both phone or email and focus on inbound/outbound contact. Headsets are used regularly for phone work. Information exchange may include confidential or sensitive information. Customer service and problem solving are primary objectives of this position. Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer and a telephone. Job may require hours that exceed 8 hours per day and 40 hours per week during peak periods. #LI-AM1

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