Job description
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 Role
Plans and oversees enterprise-level support and service activities for company products and services for a designated group of clients. Clients consist of agents, independent sales offices, and integrated sales vendors. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and products to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded business.
What Part Will You Play?
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Is responsible and accountable for totality of client relationship for assigned accounts; all products and services including all platforms. Ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Responds appropriately to ensure support groups respond and react accordingly and with empathy to the client impact.
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Supports the client by acting as the voice of the customer, identifying product support and development needs, and communicating needs internally.
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Maintains long-term relationships with clients. Ensures understanding of the client business and products to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Identifies new product services based on strategic direction of the client's business.
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Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to the company.
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Ensures quality service and operational performance is within the parameters of the client's projects and service delivery standards.
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Ensures accurate and timely forecasting on a monthly reporting basis for assigned accounts.
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Manages sales support resources and work with internal stakeholders to create and deliver propositions.
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Stays abreast of industry trends, regulations, and competitive products to strategically identify and target sales opportunities.
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Implements creative strategies to seek new client solutions where appropriate. Work to develop initiatives to improve communications, processes, and workflow with clients to create and maintain positive relationships. Deliver reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management.
What Are We Looking For in This Role?
Minimum Qualifications
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Bachelor's Degree
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Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
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Typically, a minimum of 6 Years Relevant Exp
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Experience in merchant services support and relationship management
Preferred Qualifications
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A minimum of 8 years in merchant services
What Are Our Desired Skills and Capabilities?
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Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept./peer review).
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Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Builds on/Maintains external relationships of assigned accounts.
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Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
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