Account Manager

Corpay • Richmond, VA

24d • Remote

About The Position

The Account Manager serves as a primary operational partner and trusted point of contact for Corpay Payables clients. This role is accountable for delivering a consistent, responsive, and proactive client experience after implementation, ensuring that clients receive effective support regardless of whether an issue originates within technology, product, payment processing, supplier operations, financial operations, configuration, policy, or another area of the business. Account Managers take end-to-end ownership of client needs and problems. Ownership does not end when an issue is transferred to another team. The Account Manager remains responsible for accurately defining the issue, engaging the appropriate internal partners, establishing clear actions and timelines, maintaining client communication, validating the solution, and confirming successful closure. The role must balance strong client advocacy with sound judgment, policy compliance, risk management, and sustainable business solutions.

Requirements

• Bachelor’s degree preferred; equivalent relevant experience accepted.
• Requires 3-5 years of relevant experience.
• Experience in account management, client operations, complex customer support, SaaS, fintech, or related fields, aligned to the experience expectations for each level.
• Experience using Salesforce or a comparable CRM and case-management platform required.
• Solid data-analysis capability required; strong analytical skills preferred.
• Strong written and verbal communication skills, including the ability to translate complex operational, payment, product, and technical issues into clear business language.
• Comfort presenting to senior client leaders and participating in executive-level discussions.
• Ability to manage time effectively, work independently, prioritize multiple client needs, and remain composed in a fast-paced environment.
• Ability to influence cross-functional teams without direct authority and build productive partnerships across the enterprise.
• Strong commitment to data security, confidentiality, risk management, and policy compliance.

Nice To Haves

• Experience with B2B payments, accounts payable automation, commercial card, or fintech preferred.

Responsibilities

• Serve as the primary operational point of contact for assigned clients or pooled clients and own every client problem through resolution, regardless of where the issue originates.
• Coordinate across Technical Support, Product, Technology, Supplier and Payment Operations, Financial Operations, Risk, Relationship Management, Implementation, and other teams to drive timely resolution.
• Maintain clear client communications, track commitments, assign owners and due dates, confirm completion, and validate closure with the client.
• Own client escalations through intake, prioritization, internal coordination, status updates, root-cause follow-up, corrective action, and closure confirmation.
• Occasionally provide after-hours support for major client incidents or urgent payment-impacting issues.
• Proactively monitor client health and identify emerging risks before they affect satisfaction, payment performance, revenue, or retention.
• Directly support product adoption and payment-value growth while influencing revenue and retention outcomes.
• Identify cross-sell and expansion opportunities in partnership with Relationship Management.
• Support renewal preparation with Relationship Management through account health summaries, service history, open-risk reviews, adoption performance, payment trends, and recommended retention actions.
• Lead regular client calls and service reviews when appropriate and participate in formal Relationship Management business reviews as needed.
• Partner with Implementation before go-live to support readiness, knowledge transfer, configuration understanding, and support-model preparation.
• Assume full ownership after go-live for stabilization, issue resolution, product adoption, payment performance, and ongoing account health.
• Maintain accurate client-specific documentation covering configurations, operating requirements, key contacts, service commitments, known risks, open actions, and support history.
• Own Salesforce case quality, including complete documentation, accurate categorization, timely status updates, aging management, next-action clarity, and closure standards.
• Manage competing priorities across multiple clients and make sound risk-based decisions regarding urgency, escalation, and resource coordination.
• Meet or exceed expectations for first-contact resolution, resolution speed, SLA attainment, client satisfaction, case quality, case aging, product adoption, payment-value growth, and retention-risk management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level