Overview

The Relationship Manager is responsible for providing outstanding customer service in managing client accounts with PaymentVision. The role drives client strategic planning, execution, and has on-going interaction and communication with key client stakeholders. In addition, this person will help with requirements gathering and project management of service order implementation. Your job is to nurture and grow the client relationship.
Essential Functions
Establish collaborative relationships with clients and provide strategic value to client accounts
Know top clients by name as well as them knowing you by name
Act in advisory capacity and develops deep trusted relationships to proactively assess, clarify, and validate needs on an ongoing basis to ensure client success
Identify opportunities for cross-sell and up-sell based on knowledge of client’s business needs and follow the sale through to close
Develop deep understanding of PaymentVision products, strategies, and values
Coordinate implementation of new services in accord with the existing project plans
Manage the customer post implementation to ensure maximum adoption and revenue potential
Core Competencies
Initiative: Seeks out and seizes opportunities, goes beyond the “call of duty,” finds ways to overcome barriers. Action-oriented “doer,” achieving results despite lack of resources. Restimulates languishing projects. Shows bias for action (“do it now”).
Customer Focus: Regularly monitors customer satisfaction. Meets internal and external customer reeds in ways that provide satisfaction and excellent results for the customer. Establishes “partner “relationships with customers. Regarded as visible and accessible by customers.
Listening: “Tunes in” accurately to the opinions, feelings, needs of people. Understands impact o one’s behaviour on others. Empathetic. Patient. Lets others speak; listens actively, “playing back” a person’s point of view.
Team Player: Reaches out to peers to help tear down walls. Build internal rationships with other departments. Earns a reputation for leading peers toward support of what is best for total company.
Communication: Communicates effectively one to one, in small groups. Demonstrates fluency, “quickness on one’s feet,” clarify organization o thought processes, and command of the language. Writes clear, precise, well-organized e-mails, memos, letters and proposals while using appropriate vocabulary, grammar, and word usage, and creating the appropriate “flavor. ”
Likeability: Puts people at ease. Warm, sensitive, and compassionate. Builds and maintains trusting relationships with all constituencies (associates, customers, community, professional organizations). Exhibits friendliness, sense of humor, genuineness, caring. Even when frustrated, treats people with respect.
Enthusiasm: Exhibits dynamism, charisma, excitement, positive “can-do” attitude.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
Occasionally required to stand
Occasionally required to walk
Continually required to sit
Continually required to utilize hand and finger dexterity
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Continually required to talk or hear
Continually utilize visual acuity to operate equipment, read
technical information, and/or use a keyboard
Occasionally required to lift/push/carry items up to 25 pounds
Occasionally loud/moderate noise
Position Type and Work Schedule
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m.
Travel
This position requires up to 5% travel. Frequently travel is outside the local area and overnight.
Education and Experience
Bachelor’s degree preferred. Associates degree and/or equivalent practical experience considered
1 to 3 years of experience with customer relations.
Experience in the payment processing or financial services industry strongly preferred.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


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