Account Manager II

Blackhawk Network

1d•Hybrid

About The Position

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. This position may be performed remotely anywhere within the United States except for the State of Alaska, North Dakota, or South Dakota. Employees located within 50 miles of a BHN office will be considered a "Hybrid" employee and are required to come into the office 2 days per week based on office schedule. This person will be responsible for supporting initiatives for Blackhawk’s Content Partners that will result in revenue and profitability growth as well as deeper relationships. The successful candidate should be a team player who can work closely with Business Development, Distribution Sales, Product Management, Marketing, Operations, IT and Legal. The successful candidate will be a self-starter who is a hands-on, results-oriented leader with the ability to learn quickly and work in a fast-pace environment. Most importantly, this individual will have an unbridled enthusiasm for the challenges and rewards of relationship management/client retention.

Requirements

Bachelors degree required or equivalent combination of experience and training
2+ years proven success in client / account management / sales environment.
Proven experience in diverse internal systems and system processing and problem resolution
Excellent verbal, written and presentation skills
Excellent interpersonal skills to manage client relationships
Self-directed with strong analytical, project management skills
Strong technical and organizational skills
Proficient in MS Office suite of products
Some travel required

Responsibilities

Primarily Manage and Support Tier 3-4 accounts and be responsible for achieving plan numbers for assigned portfolio
Support SRM on day-to-day operations of Tier 2 accounts and ensure cross-functional teams are accountable and driving results withing expected SLAs
Responsible for effective client relationship management by proactively communicating with clients, identifying and prioritizing client issues/concerns; coordinating with appropriate internal departments to provide response and/or solutions. Acting as the central point of contact for ongoing program management needs ensure a high level of client satisfaction with Blackhawk products and services.
Ensure that the company is maintaining a highly responsive customer approach that delivers extraordinary service and quality
Work cross-functionally to execute on individual client strategies to identify opportunities for increased retention and penetration. Develop and present client partnership reviews, Voice of the Customer Surveys and monthly contact strategies on an ongoing basis
Work with content partners in developing and executing strategy, objectives and project plans to enable the partners to maximize growth and revenue opportunities
Conduct periodic account reviews, proactively outreach to existing customers to help drive business goals.
Work closely with the Inventory Control team to manage client inventory and program renewals, working with the client on forecast and providing updates to internal Production team members. This requires independent decision making utilizing past and projected order history with the objective of balancing inventory quantity to ensure order fulfillment without creating excess inventory/cost.
Manage compliance process and procedures to ensure Client Due Diligence (CDD) and Payment Card Industry (PCI) data collection and data handling procedures are followed. For CDD, this includes the collection of client or Authorized Reseller information, interacting with Risk on the data collection process and procedures as well as communicating the requirements to clients and Authorized Resellers. For PCI, managing the compliance of PCI standards by adhering to all corporate policies and communicating PCI guidelines to our clients as it relates to card account information.
Provide Account Management subject matter expertise to cross functional teams with regard to ongoing system enhancements, product launches and projects, as appropriate.