Client Strategy Executive

Global Payments Inc.•Charlotte, NC

About The Position

This role plans and oversees strategic, enterprise-level support and activities for company solutions for a designated client or group of clients. It ensures quality service and operational performance within the parameters of program and delivery standards. The executive develops strategic client relationships and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce risks and support costs. This role acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues. It collaborates with sales and support groups to demonstrate the value of the support offering to the client and identify opportunities for expanded support business.

Requirements

Bachelor's Degree
Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/or experience in lieu of degree
Typically Minimum 6 Years Relevant Exp
Experience in strategic client facing roles, FSM or QSR POS, and/or financial industry.
On call 24 hours a day, 7 days a week, and responds appropriately to ensure Global Payments support groups respond and react accordingly and with empathy to the client impact.
Update client business groups as necessary during and after severity one incidents.
Required to carry a cell phone and travel to client site(s) as necessary.
Applicant must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; We will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).
If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test.

Nice To Haves

Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve moderately complex issues in creative and effective ways. Having ownership of a sub-function, account or matrix management responsibilities, applies knowledge to meet goals, maintain relationships, propose opportunities to expand the business, and lead matrix teams. Some barriers to entry exist at this level (e.g., dept./peer review).
Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Builds on/Maintains external relationships of assigned accounts.
Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Communication Skills - Oral and written. Ability to develop and conduct presentations.
Collaboration Skills - Collaborate with internal and external audiences to solve problems.
Customer Service Skills - Aligns client needs with internal solutions.

Responsibilities

Is responsible and accountable for the totality of the client relationship for assigned accounts; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit.
Supports the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally.
Maintains long-term relationships with clients. Ensures understanding of the client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Identifies new product services based on strategic direction of the client's business.
Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership.
Provides quality service and operational performance within the parameters of the client's projects and service delivery standards.
For the North America segment, supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client's business.
For the International Segment, owns the organization and delivery of client business reviews. Aligns client's needs with internal solutions. Manages the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business.
For the North America segment, is accountable for invoice accuracy, including research and dispute resolution and understands the financial and compliance impacts of client support. Consistently analyzes and monitors the client's processing environment to identify and implement strategies for operational efficiency and cost savings.
For the International segment, ensures the accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis for assigned accounts. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt. Accountable for the negotiation and settlement of any direct loss claims or billing disputes for assigned accounts.
For the International segment, has revenue targets for new and existing accounts. Identifies and owns the successful closure of cross sell opportunities of Global Payments and partner products and services to extend Global Payments revenues and footprint with the clients to meet individual account revenue and strategic growth targets as set by your manager. Creates business case for Executive approval. Tracks and Reports Performance. Is accountable for the profitability of new commercial deals; achieve agreed revenue and margin targets and adhere to them whilst adopting a Senior Executive exception approval process.
For the International segment, develops an Account Plan and Contact Plans; Fully understands the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Defines relevant propositions for each client and qualify opportunities to ensure high probability of win and successful delivery. Is accountable for the profitability of the client; achieve agreed revenue targets.
Supports the renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points for assigned accounts. Receives support from legal and other key stakeholders for areas outside of the Relationship Management’s area of expertise.
Manages sales support resources and work with internal stakeholders to create and deliver propositions.
Stays abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities.
For the International segment, implements creative strategies and work with SMEs and other RM’s to seek new client solutions where appropriate. Works to develop initiatives to improve communications, processes and workflow with clients and within Global Payments to create and maintain positive relationships. Delivers reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management.
For the North America segment, maintains customer profile of client's architecture and processing environment, product matrix, and custom processes to track client interactions.