The Account Manager position is a fundamental component of the company’s Merchant Operations team, serving as a primary contact for a portfolio of up to 150 small merchant clients in Europe. These merchants are processing between 20,000-400,000 USD in total processing volume per month.
The AM has responsibility to provide a single point of contact for all operational and risk related issues associated with the assigned merchant account. This includes requesting additional supplemental merchant information, ensuring that technical assistance is available and that issues are resolved promptly, communication of risk-related information to the merchant such as fraud inquiries, account limitations, requirement for reserves etc.
Analyze and understand the client and their business, including future direction business direction. Incumbent is responsible for cross selling the company’s product and services to meet or exceed share of wallet goals for the portfolio as assigned by the Segment Manager.
Perform proactive management and interaction with all accounts within the assigned portfolio.
Outbound calling to customers on general needs assessment, feature education and product cross selling should consume 35-50percent of daily activities.
Position has responsibility for the contractual health and well-being of assigned relationships within the company’s merchant portfolio, including contract renewals for accounts and retention of the account base.
Establish effective working relationships with other managers and product leads within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Small merchant segment.
Document all communication with accounts accurately and in a timely manner via system tools.
Ensure that issues are escalated appropriately to appropriate internal departments and management.
Prepare monthly business summaries on assigned clients in support of segment reporting requirements.
Provide key insight to management team by summarizing merchant segment impacts from product enhancements and system problems.
University degree or equivalent work experience required.
Fluency in German and English.
2 years of customer support or account management in a merchant processing or payment processing environment.
Direct experience in dealing with difficult customers or communicating difficult messages that will create a negative impact to the client.
Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
Experience using Microsoft Office products including preferred: Excel, Word, Access, Outlook, and PowerPoint a must.
Excellent oral and written communication experience.
Excellent organizational, communication, and interpersonal skills.
Excellent written and oral communication.