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TSYS Merchant Solutions is Hiring a Strategic Account Manager Near Remote, OK
Join Our Talent Community! Heartland is a financial technology company focused on fast, simple, and secure payment processing and payroll services. Our products include point of sale systems, online and mobile payments, HR tools, customer engagement efforts, capital lending, and much more. We serve nearly every industry and are proud to help businesses prosper through creative solutions, customer advocacy, and unmatched service. At Heartland, our guiding principles are innovation, quality, customer care, security, and transparency, and we incorporate those values into our partnerships with more than 750,000 nationwide clients. We work with small businesses, large corporations, retailers, restaurants, nonprofits, municipalities, schools and medical providers, among many others, to ensure businesses run smoothly and efficiently and that they endure well into the future. Heartland was founded in 1997 and is headquartered in Oklahoma City, Oklahoma. We have more than 3,800 employees across the United States and are always looking to grow our team. With some of the most talented leaders and employees in the industry, Heartland continues to set the standard for excellence in the financial tech world. To learn more, visit www.heartland.us/mycareer. Heartland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need. Heartland’s parent company is Global Payments Inc. (NYSE: GPN), a worldwide provider of payment technology and software solutions delivering innovative services and business solutions to customers around the world. Headquartered in Atlanta, Georgia with more than 11,000 employees worldwide, Global Payments is a member of the S&P 500 with customers and partners in 32 countries throughout North America, Europe, the Asia-Pacific region, and South America. For more information about Global Payments, please visit www.globalpaymentsinc.com. 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 client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations 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 technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. What Part Will You Play? Is responsible and accountable for totality of client relationship for assigned accounts; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit. Participates in and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Is responsible for ensuring tactical initiatives are implemented successfully. On call 24 hours a day, 7 days a week, and responds appropriately to ensure Global Payments support groups respond and react accordingly and with empathy to the client impact. Update client business groups as necessary during and after severity one incidents. Required to carry a cell phone and travel to client site(s) as necessary. (Client Management) Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally. (Client Management) Maintains long-term relationships with clients. Ensures understanding of the client business and product installations 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. (Client Management) 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 leadership. (Client Management) Provides quality service and operational performance within the parameters of the client's projects and service delivery standards. (Client Management) For the North America segment, supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. For the International Segment, owns the organization and delivery of client business reviews. Aligns client's needs with internal solutions. Manages the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. (Client Management) For the North America segment, is accountable for invoice accuracy, including research and dispute resolution and understands the financial and compliance impacts of client support. Consistently analyzes and monitors the client's processing environment to identify and implement strategies for operational efficiency and cost savings. For the International segment, ensures the accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis for assigned accounts. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt. Accountable for the negotiation and settlement of any direct loss claims or billing disputes for assigned accounts. (Client Management) For the International segment, has revenue targets for new and existing accounts. Identifies and owns the successful closure of cross sell opportunities of Global Payments and partner products and services to extend Global Payments revenues and footprint with the clients to meet individual account revenue and strategic growth targets as set by your manager. Creates business case for Executive approval. Tracks and Reports Performance. Is accountable for the profitability of new commercial deals; achieve agreed revenue and margin targets and adhere to them whilst adopting a Senior Executive exception approval process. (Client Growth) For the International segment, develops an Account Plan and Contact Plans; Fully understands the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualify opportunities to ensure high probability of win and successful delivery. Is accountable for the profitability of the client; achieve agreed revenue targets. (Client Growth) Supports the renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from legal and other key stakeholders for areas outside of the Relationship Management’s area of expertise. (Client Growth) Manages sales support resources and work with internal stakeholders to create and deliver propositions. (Client Growth) Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities. (Client Growth) For the International segment, implements creative strategies and work with SMEs and other RM’s to seek new client solutions where appropriate. Works to develop initiatives to improve communications, processes and workflow with clients and within Global Payments to create and maintain positive relationships. Delivers reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management. (Client Growth) For the North America segment, maintains customer profile of client's architecture and processing environment, product matrix, and custom processes to track client interactions. (Client Management) What Are We Looking For in This Role? Minimum Qualifications Bachelor's Degree Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree Typically Minimum 6 Years Relevant Exp Experience in client facing roles and/or financial industry. Preferred Qualifications None Identified What Are Our Desired Skills and Capabilities? 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). 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. Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead). Communication Skills - Oral and written. Ability to develop and conduct presentations. Collaboration Skills - Collaborate with internal and external audiences to solve problems. Customer Service Skills - Aligns client needs with internal solutions. 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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