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Director of Strategic Accounts
TSYS
Boston, MA, United States
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Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
The Director of Strategic Accounts is responsible for the strategic alignment, overall health, growth, and stability of a portfolio of Cayan’s Key Accounts. The role requires deep payments industry experience and client management involving a technology product offering.
Summary
Responsibilities will include: Developing a trusted-advisor relationship with each account in the manager’s portfolio, identifying upsell and cross-sell opportunities within accounts and working with Sales to close such opportunities; developing and maintaining strategic account plans including KPIs, forecasts, budgets, and strategy/tactics to meet account objectives; providing voice of the customer (VOC) insights to the organization – especially to Product, Sales, Professional Services, Customer Support, and Customer Experience; being a thought leader in identifying strategic alignment between Cayan and the Accounts; ensuring happy, reference-able accounts; and providing leadership and oversight to internal teams working to fulfill account needs while maintaining ownership of these issues through resolution.
The right candidate will have experience as a strategically-oriented Client Services Manager in the payments industry that includes a techno. The Director of Strategic Accounts is responsible for strategic alignment, growth, and overall health of each account in the Director’s portfolio. The role requires deep payments industry experience and large-client management experience, especially where a technology product is central to the value proposition. The Director of Strategic Accounts is the owner of the relationship for the Key Accounts in the portfolio, acting as the single point of contact for all account-related items and the ultimate escalation point for Key Account issues and support. The position requires persistence and diligence in working daily and weekly issues while also maintaining focus and continuity to strategic opportunities with each account.
The Director of Strategic Accounts is a part of Cayan’s Professional Services Team, which is a lean, hands-on, value-focused team. Members of our team take personal ownership of their responsibilities and work to help others to achieve our common goals.
Day to day, the Director of Strategic Accounts will be aware the issues their clients present to Cayan and is responsible for ensuring each – whether addressed by the Director of Strategic Accounts or another Cayan Team – is completed according to expectations. The right candidate sets expectations with accounts and colleagues and knows how to marshal cross-functional resources to meet or beat these demanding expectations.
Internally, you will work closely with Sales, Product Management, Professional Services, Operations, Marketing on a bilateral basis – ensuring customers’ needs are attended to but also providing insights and feedback to these groups.
Primary Responsibilities
• Provide forward-leaning, active account management
◦ Hit goals and KPIs related to revenue, margin, reference-ability and customer experience
◦ Meet objectives by developing, maintaining, and executing strategic account plans
◦ Develop a trusted-advisor relationship with each account in their portfolio
◦ Have regular account status meetings and maintain excellent alignment between Cayan and each customer
◦ Develop, monitor, and report on customer operational metrics
◦ Resolve day to day issues presented by customers in their portfolio
◦ Identify and close upsell and cross-sell opportunities
◦ Provide matrixed leadership and oversight to internal teams working to fulfill account needs while maintaining personal ownership of these issues through resolution
◦ Bring to bear knowledge and experience of payments industry, pricing, technology, and business models to develop creative strategies to accomplish goals
◦ Identify alignment between customer needs and Cayan’s Product and Service offerings
• Within Cayan, be THE advocate for your clients
◦ Provide voice of the customer (VOC) insights to the organization – especially to Product, Sales, Professional Services, Customer Support, and Customer Experience
◦ Be a demanding representative for your accounts
◦ Meet regularly with the internal staff that service your accounts to ensure priorities are clear and performance is top-notch
• Be a transparent, collaborative, and productive Cayaneer:
◦ Continuously improve Cayan’s methodology and artifacts leveraged by the team
◦ Provide support to business development and sales efforts
◦ Identify and propose improvements to Cayan’s standard processes
Minimum Requirements
• 8+ years of experience within the Merchant Services / Payments industry
• 3+ years as a National / Key Account Relationship Manager
• Excel at clear, concise, professional, polished communication
• Strong documentation skills: polished word document, PowerPoint presentations
• Comfort with MS Excel, and familiarity using web-based tools for day-to-day tasks
• Strong knowledge of payment processing solutions and the Acquiring business model
• Strong comfort and fluency in relationships based largely on technology products (involving software and hardware) and their implementations
• Experience with managing accounts using SAAS / ASP based software a plus
• Experience in - and desire for - a fast-paced, innovative, and technically-oriented organization
• Comfortable with driving internal and external stakeholders to reasonable goals
• Experience in a technology-oriented Professional Services / Consulting organization a plus
• BS or equivalent work experience
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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.