Lead Account Executive

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.**About the role**:The Specialist at Engagement will manage and enhance the merchant experience and ultimately optimize the company’s portfolio by protecting and increasing revenue, volume and customer’s loyalty. Through a proactive andreactive service with singular focus on improving merchant’s satisfaction, the engagement specialist should create and implement strategies and tactics focused on the profitability and expansion of the assigned territory.**Be a part of a team where you will**:Retain customer accounts by responding to their concerns including rates, fees, contract terms, processingsolutions, and other potential improvements to the customer's experience.timely manner and with a helpful attitude.Access and understand account information, billing information, revenue and profitability records, transactionrecords, terminal and platform details, and any associated account profiles. Navigate through CRM andnotate/document each individual account with details of resolution.Maintain work queue and completing work items that are assigned within a timely manner.Make proactive calls and visits to customers that may require additional research and assistance or to identifypotential solutions that improves customer loyalty and retention.Ensure the accomplishment of defined SLAs through strict monitoring of opened tickets. Identify and escalateto the appropriate supervisor of both management staff and resolution areas.Follow up the performance of KPIs like volume and revenue budget and SLAs within the assigned territoryand establish strategies and actions to accomplish and improve these.Ability to handle multiple projects, work in a fast-paced environment and meet deadlines.Getting merchants compliant with mandatory regulations such as PCI, KYC or AML, and get merchant´srelated documents as needed.Responsible to assess the merchant's situation and determine the appropriate steps to provide a satisfactoryresolution for the merchant’s issue and maintain merchant profitability.Continuous training in Evo´s solution that allow to provide the customers with excellent advice.Monitoring implementation projects related to its client portfolio, ensuring strict monitoring and correct andtimely interaction with internal areas to achieve implementations that meet customer´s expectations in quality,time and service.Consistently at work and on time. Ensures work responsibilities are covered when absent. Arrives atmeetings and appointments on time.Problem Solving-Listens to the merchant first, then offers solutions that meets their needs.Professionalism: Approaches others in a tactful manner. Reacts well under pressure.Treats others with respect and consideration regardless of their status or position.Accepts responsibility for own actions. Follows through on commitments.Strong understanding of merchant services pricing.Be available on demand for customers after hours as needed.Establish productive, professional relationships with key personnel in assigned merchant accounts.Work with a diversity of client accounts that range in size, scope and volume.Work in partnership with Bankers and Merchants, to expand our solution portfolio with client accounts.Follow-up of the negotiation process and facilitator with internal areas of EVO to maintain quality standards inthe service.Know the competitive landscape, and how we position our solutions in the market. Assist and participate inthe development/execution of marketing initiatives that highlights our differences and strengths.- Act as a representation of EVOs values by incorporating the highest ethical and quality standards whenworking with all of our clients and prospects.**About you**:**Required**Bachelor’s degree is requiredExcellent verbal and interpersonal skills requiredStrong verbal communication, active listening skills, and strong math and analytical skills.Ability to probe and identify customer issues and problem solve those issuesWell organized with diligent follow up skillsIntermediate computer skills, including Microsoft Office Suite (Word,, PowerPoint, Outlook, and Excel) is required.Availability to hold face to face meetings or travel if is needed.Self-motivated and self-directed, goal oriented.Able to professionally and confidently communicate with C-Level Executives and merchants.Excellent verbal and writt