Client Relations Manager II

GENERAL DUTIES & 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.
• May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services Worldpay is offering.
• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• 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.
• May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• 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.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Communicates ideas both verbally and in written form in a clear, concise and professional manner
• 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 Worldpay 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
Worldpay JOB LEVEL DESCRIPTION
Career level management role. Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans and delegates assignments to subordinates. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Serves as an escalation point for client issues. Resolves issues and contributes to business unit/area development. Directly responsible for managing a staff of three or more individuals. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Has wide latitude for decision-making. Requires extensive skill and proficiency. Works independently with only administrative supervision on highly complex projects with extensive latitude for independent judgment. Effectively communicates with all levels of technical and non-technical personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Participates in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff.