Full job description Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Thanks for your interest in a career with Heartland! We are looking for team members who demonstrate our values of care, focus, and quality to join our corporate team. Heartland has offices all over the U.S., and we are proud to be consistently ranked one of the country's Best Places to Work. Benefits include highly competitive compensation, full medical and dental coverage, flexible schedules, a casual work environment, extensive training and professional development, as well as an emphasis on work-life balance. Apply today to learn more about Heartland and how you'd be a great addition to our team.
Summary The Client manager role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Heartland POS relationships.
What will you be doing? Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs
Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships
Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio
Interprets competitor statements/quotes and performs rate analysis. Negotiates directly with clients using consultative conversation to retain account and maximize revenue potential
Responds quickly and effectively to all requests for account review, rate analysis, product information, account terminations, reimbursements, etc. whether from internal or external customers
Stays current on Heartland products, services and important industry changes in order to assign appropriate solutions to client requests
Identifies product offerings for existing clients
Places proactive outreach to newly assigned accounts to establish a relationship
Answers inbound calls from customers and resolves inquiry.
Manages and resolves client complaints, providing excellent service and follow-up
Ensures alignment with sales or service teams to ensure customer satisfaction
Identifies triggers for attrition and can represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to clients, teammates and leadership
Maintains compliance standards for Salesforce records and detailed documentation of client status and interactions
Display a commitment to receive necessary coaching for continuous improvement and team development
What are the requirements? Education/Certification Bachelor's degree in business or a related field, or equivalent operational, retention, or account management experience
Experience Required At least 3 years related operational, retention, or account management experience
Has experience meeting goals with defined metrics and a proven track record of success.
Previous payroll industry experiences a plus.
Skills/Abilities: Highly effective interpersonal, relationship management, and both verbal and written communication skills
Strong business, analytics and technical aptitude
Above average execution of consultative selling techniques and negotiation
Critical thinking and problem solving
Account management skills with proven ability to build and manage internal and external relationships
Excellent organizational and time management skills in a high energy environment to manage multiple priorities
Displays empathy, adaptability, and a mindset of continuous improvement
Willingness to work independently or collaborate with a team
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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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact .
