Sr Client Success Manager

Global Payment Holding Company•Lenexa, KS

2d•Remote

About The Position

Responsible for the ongoing development, while creating a growth and retention strategy by building out new and existing relationships with strategic clients. Identifying client’s business direction and aligning TouchNet solutions for client success. Builds effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers. The CSM utilizes Strategic Account Management (SAM) to build value-driven relationships with key decision makers to secure long-term relationships, measurable account development and contract renewal.

Requirements

5+ years experience in technical account management
5+ years experience with Touchnet products
High-level functional knowledge of TouchNet products
Experience managing a strategic account portfolio with proven client retention success rates
Prior experience in a client facing role, both internal and external, with all levels of stakeholders
Customer relationship management, account management or sales experience with a technology-based company, preferred.
Payment processing industry experience helpful.
Comfortable calling into accounts at all levels, discussing business needs and suggesting new and innovative solutions to drive customer value from product
Adept at salavaging at-risk clients and re-selling the TouchNet value proposition
Strong attention to detail, required
Excellent written and interpersonal communication skills, required
Support and implementation of software/hardware in an enterprise level environment, required

Nice To Haves

Additional work experience may be substituted for the preferred degree requirement.
Experience in higher education, preferred

Responsibilities

Conduct regular outbound client calls/meetings
Conduct meetings to learn and understand client’s business processes and future direction as it relates to campus commerce
Develop a strong functional level understanding of the TouchNet product suite
Exhibit strong persuasive ability to invest in TouchNet. This skill is especially required when a client is being courted by competition
Build and present business/account reviews to audiences of 2-15 attendees.
Exhibit a long-term perspective of product and business process alignment
Act as a resource to team members. Train junior level CSMs on effective ways to build relationships and conduct conversations in a manner of growing TouchNet investment
Solicit ongoing customer feedback, ensuring customer satisfaction and building customer loyalty.
Effectively provide feedback to TouchNet CAB and PAB leadership
Organize cross-team efforts between Product, Sales, Support, Service and Implementation
Be a resource for sharing best practices to customers; build a strong network of subject matter experts within the territory
Travel to client sites and trade shows