Strategic Account Manager, Commercial

Location

For Those Who Work At Home, Washington

• General
  
  Location:
  
  Open to candidates within the United States.
• Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest Key Bank non-branch location.
• Remote Option: If the selected candidate lives outside of Key Bank's geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Services. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by
1) cross-selling existing clients,
2) growing the programs of existing clients, and
3) proactively managing client attrition.

At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Credit Card processing. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by
1) cross-selling existing clients,
2) growing the programs of existing clients, and
3) proactively managing client attrition.

• Proactively work with clients to review their business, suggest new and innovative ways to engage so that the client is successful.
• Act as the main point of contact in all matters relating to merchant services for clients, becoming the trusted advisor.
• Manage accounts to ensure clients are receiving the right product and services mix which address their needs and creating upsell, cross-sell and renewal opportunities.
• Conduct Annual Business reviews which include interchange and pricing analysis, payments optimization, and base understanding of PCI requirements and fraud prevention strategies.
• Proactively identify opportunities to cross-sell additional Key Bank service.
• Collaborate with team members to assess and deliver on initiatives.
• Identify trends, changes, or shifts in client and competitor behaviors, and regulatory and competitive forces that impact solutions
• Perform other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all Key Bank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

• Bachelor's Degree or higher required, or equivalent experience (required)

• 5+ years' experience as a relationship manager or account manager for merchant services accounts (required)
• Customer-focused with a commitment to delivering high quality service (required)
• Capable of managing multiple concurrent objectives, projects, groups, or activities (required)
• Able to problem solve and overcome challenges and objections from clients and vendors (required)
• Ability to multitask and juggle several responsibilities simultaneously (required)
• Able to work in a matrixed organization with colleagues across various reporting structures (required)
  Comfortable building relationships within all levels of prospects and/or a client's organization from technical team leads to the executive level (required)
• Good attention to detail and organizational skills (required)
• Strong interchange knowledge (merchant) (required)
• Card Brand assessment fee knowledge (required)
• Card Brand compliance knowledge (required)
• PCI understanding (required)
• Proven track record of meeting or exceeding expectations and receiving positive customer feedback. (preferred)
• Proficiency with common customer success and customer relationship management tactics as well as common software applications (e.g. Sales Force) (preferred)
• Experience working with Fiserv and/or Elavon and services to individuals and companies throughout the United States and, for certain businesses, internationally. (preferred)

• Strong Oral & Written Communication
• Risk Management

• All Key Bank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

• Required 15-25%

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