Strategic Account Manager, Commercial

Location

Open to candidates within the United States. Hybrid Requirement: 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.

At Key Bank, our client relationships are our top priority. We are looking for motivated & 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.

• Deepen select client relationships by cross‑selling existing clients.
• Grow the programs of existing clients.
• Proactively manage 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 that address their needs, creating upsell, cross‑sell and renewal opportunities.
• Conduct Annual Business reviews which include interchange and pricing analysis, payment optimization, and a basic understanding of PCI requirements and fraud prevention strategies.
• Proactively identify opportunities to cross‑sell additional Key Bank services.
• 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.
• Comply with all Key Bank policies and procedures, acting professionally at all times and 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).
• 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 (required).

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.

15‑25% travel required. Key has implemented a role‑based Mobile by Design approach to our employee work spaces, dedicating space to those whose roles require specific work spaces, while providing flexible options for roles which are less dependent on assigned work spaces and can be performed effectively in a mobile…