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Worldpay · 16 hours ago

Sr. Director, Client Relations Executive

United States

Full-time

Remote

Lead/Staff

$195K/yr - $294K/yr

Worldpay is a leading name in the payments industry, processing the largest volume of payments globally. The Sr. Director, Client Relations Executive will focus on maintaining and enhancing client relationships, ensuring client satisfaction, and identifying new business opportunities.

BankingPaymentsRisk Management

Responsibilities

Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise

Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities

Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process

Works to maintain and grow the client relationship while ensuring ongoing customer service

Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Worldpay products or services

Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities

Keeps abreast of new products/services and changes to existing products/services

Maintains comprehensive knowledge of applicable products, services and company policies and procedures

Owner of quarterly and monthly business reviews to learn about clients’ strategic direction as well as present state of the Worldpay business

Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement

Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments

Manages and communicates expectations internally and externally

Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty

Ensures representatives are properly trained when new products are released or products are upgraded

Selects, develops and evaluates personnel to ensure the efficient operation of the function

May work at an Worldpay or a client location

Travel required at 30%

Other related duties assigned as needed

Qualification

Client relationship managementFinancial institution experienceNegotiation skillsPayments products knowledgeLeadership qualitiesTeam building skillsProblem-solving skillsTime management skills

Required

Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience

Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally

Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry

Proven track record in client relationship management and/or the sales of technology products and services

Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge

Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business

Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction

Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise

Demonstrates the ability to lead by example and motivate professional level staff

Displays strong leadership qualities, decision making abilities and strong business judgment

Possesses strong personnel management skills

Broad knowledge of Payments products and related services; in-depth knowledge of products and services for which team(s) provide support

Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills

Demonstrated customer-focused leadership ability

Ability to work both independently and in a team environment