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Lead Account Executive

hace 2 meses

Ciudad de México, Ciudad de México Global Payments A tiempo completo
About the Role

The Merchant Experience Manager will be responsible for managing and enhancing the merchant experience, ultimately optimizing the company's portfolio by protecting and increasing revenue, volume, and customer loyalty.

Key Responsibilities:

  1. Retain customer accounts by responding to their concerns, including rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience.
  2. Answer merchant requests in a timely manner and with a helpful attitude.
  3. Access and understand account information, billing information, revenue and profitability records, transaction records, terminal and platform details, and any associated account profiles.
  4. Maintain work queue and complete work items within a timely manner.
  5. Make proactive calls and visits to customers to identify potential solutions that improve customer loyalty and retention.
  6. Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets.
  7. Follow up on the performance of KPIs like volume and revenue budget and SLAs within the assigned territory.
  8. Ability to handle multiple projects, work in a fast-paced environment, and meet deadlines.
  9. Getting merchants compliant with mandatory regulations such as PCI, KYC, or AML.
  10. Responsible for assessing the merchant's situation and determining the appropriate steps to provide a satisfactory resolution for the merchant's issue and maintain merchant profitability.
  11. Continuous training in Global Payments' solutions to provide customers with excellent advice.
  12. Monitoring implementation projects related to the client portfolio, ensuring strict monitoring and correct and timely interaction with internal areas to achieve implementations that meet customers' expectations in quality, time, and service.
  13. Consistently at work and on time, ensuring work responsibilities are covered when absent.
  14. Problem Solving - Listens to the merchant first, then offers solutions that meet their needs.
  15. Professionalism: Approaches others in a tactful manner, reacts well under pressure, treats others with respect and consideration, accepts responsibility for own actions, and follows through on commitments.
  16. Strong understanding of merchant services pricing.
  17. Be available on demand for customers as needed.
  18. Establish productive, professional relationships with key personnel in assigned merchant accounts.
  19. Work with a diversity of client accounts that range in size, scope, and volume.
  20. Work in partnership with Bankers and Merchants to expand our solution portfolio with client accounts.
  21. Follow-up of the negotiation process and facilitator with internal areas of Global Payments to maintain quality standards in the service.
  22. Know the competitive landscape and how we position our solutions in the market. Assist and participate in the development/execution of marketing initiatives that highlight our differences and strengths.

Act as a representation of Global Payments' values by incorporating the highest ethical and quality standards when working with all of our clients and prospects.

About You

Requirements:

  • Bachelor's degree is required.
  • Excellent verbal and interpersonal skills required.
  • Strong verbal communication, active listening skills, and strong math and analytical skills.
  • Ability to probe and identify customer issues and problem-solve those issues.
  • Well organized with diligent follow-up skills.
  • Intermediate computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) is required.
  • Availability to hold face-to-face meetings or travel if needed.
  • Self-motivated and self-directed, goal-oriented.
  • Able to professionally and confidently communicate with C-Level Executives and merchants.
  • Excellent verbal and written communication skills; the ability to call, connect, and interact with potential customers.
  • Excellent analytical and time-management skills.
  • Ability to work independently or as an active member of a team.
  • Ability to meet or exceed quotas.

Preferred:

  • 1-2 years of experience in service and sales environments is preferred.
  • Payment processing or other financial services experience preferred.
  • Experience with CRM/Salesforce, both tracking sales pipelines and using this tool to build relationships is preferred; failing that, the openness to learn about these.
  • Intermediate-Advanced English is preferred.
  • Experience and skills in negotiation and influencing.