Client Advocate

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services.Simply, we create meaningful technology centered experiences that enable our customers to prosper.If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you.If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.Summary of This RoleClient Advocacy's mission is to deliver differentiated experiences that literally make our clients more successful in achieving their vision.This is accomplished through collaboration, consulting and advocacy.Done well, we will create positive business outcomes for Global Payments.A Client Advocate is cross-trained and multi-skilled with a deep understanding of the payment processing industry.We are responsible for delivering relationship management level support to Global Payments' general portfolio.This is accomplished through proactive engagement and connecting the value of our integrated solutions to the success of their business.By demonstrating strong skills in the areas of empathy, negotiation, interpersonal communication and problem solving skills, we will maintain long-term client relations with the existing customer base while reducing attrition and increasing revenue.The Client Advocate will research complex issues to identify root cause and work with leadership so long term solutions to process and/or service failure points are continuously implemented.This position is instrumental in identifying, and sharing feedback on, competitive activity and client feedback within each market.What Part Will You Play?Proactively Reach Out and Retain At-Risk Clients- Use of various CRMs -Salesforce, Netsuite, etc., internal tools and programs to help aid our clients and their accounts- Resolution may involve investigation into client's support history or needs analysis based on client's business needs- Report on client interactions to drive key learnings for management and the company- Maintain relationships with prior clients to help service their accounts when necessary- Address escalations that impact the client continuing to work with the company- Responding to NPS feedback to effectively resolve client concerns- Reaching out to new accounts to train and educate on the complexities integrated processingHandle-High Volume and High-Risk Pricing Reviews- Have value-driven and relationship building conversations with clients while addressing pricing needs- Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts- Negotiate with clients to establish a pricing plan both our company and their business can agree upon to successfully proceed- Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements- Negotiate contract extensions when pricing adjustments are needed through the use of AddendumsBusiness Partner Escalations and Client Experience Campaigns- Effective handling of at-risk client escalations shared through our mutual business Partner relationships- Assist Business Partners with focused campaigns to enhance Client Experience and attrition effortsClient Support Functions- Acts as central point of contact to high-profile clients, as needed- Maintain ongoing client relationships and account management, as neededThis list is not all-inclusive as additional duties may be assigned by the supervisor.What Are We Looking For in This Role?Minimum Qualifications- Bachelor's Degree- Relevant Experience or Degree in: Bachelor's degree or the equivalent of training and experience- Typically No Relevant Experience RequiredPreferred Qualifications- Typically Minimum 2 Years Relevant Exp- In the credit card industry- GSuite, Gmail- Excel- Microsoft- Netsuite- SalesforceWhat Are Our Desired Skills and Capabilities?Skills / Knowledge - Learns to use professional concepts.Applies company policies and procedures to resolve routine issues.Job Complexity - Works on problems of limited scope.Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.Builds stable working relationships internally.Supervision - Normally receives detailed instructions on all work.Problem Solving - Ability to solve problems using experience and good judgmentEffective Communication - Demonstrated effective written and oral communication skillsTechnical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms