Director Mid Market Account Management

Corpay • Brentwood, TN

5d • Onsite

About The Position

CORPAY is currently looking to hire a Director Mid-Market Account Management within our NAT division. This position falls under our Client Services/Operations line of business and is located in Brentwood, TN.
In this role, you will lead a team as well as manage accounts through relationship building and problem resolution with the goal of reducing attrition in our mid-market segment. This position will improve the overall success of our customers retention, by targeted, proactive, outreach, as well as providing a dedicated source of escalation. This position works closely with our COE team, Sales, Credit and Risk, to ensure customer processes and commitments are met through effective management and client relations. This position ensures consistent, high quality, timely and effective resolution of all day-to-day implementation, installation or client support inquiries across multiple products.
As this team grows and more accounts are assigned to the dedicated team, the director will also be responsible for leading individual team members. Ensuring the proper team structure to support the on-going need and change to the business. 10+ years related management and customer relationship experience and/or training, or equivalent combination of education and experience.
This position is responsible for assisting with all aspects of client relationships to ensure satisfaction and effective use of products and services. You will report directly to the SVP of Operations and regularly collaborate with the team and departments.
How We Work
As a Director, you will be expected to work in an office environment. CORPAY will set you up for success by providing:
Assigned workspace in our Brentwood office
Company-issued equipment + remote access

Requirements

• 10 years in a Customer Success role
• 5 years in a leadership role with direct reports
• Associate or Bachelor’s degree is preferable; or equivalent combination of education and experience that is required for the specific job level.
• Excellent level of personal organization. Demonstrated, strong interpersonal skills, analytical skills, attention to detail, follow-up skills
• Excellent communication skills, both verbal and written in order to properly communicate our product offerings and functionality.
• Superior customer service skills are required, with the ability to react quickly and decisively to resolve customer issues in a professional manner
• Highly responsive to calls and emails; utilize available tools to track appointments and manage priorities
• In-depth knowledge of products, services and systems; ability to proactively recommend best practices to clients
• Proficient phone and computer skills; Ability to answer and manage іnсomіng calls, make outbound calls, and work with the other internal departments.
• Experience in leading small-medium sizes team in a service environment.

Nice To Haves

• Training experience is a plus, as this team grows and new team members are brought on to support.

Responsibilities

• Improving client retention
• Acting as the primary source of escalation for client issues
• The ability to react quickly and decisively to resolve customer issues in a professional manner
• Conducting regularly scheduled calls, presentations to the largest clients, including training and education on products and/or processes.
• Making decisions regarding the set up and support of the clients assigned to their care and has the ability to approve financial fee and or transaction concessions
• Ability to work calmly in a fast-paced team environment; manage special projects without compromising other responsibilities
• Responding to calls and emails; utilize available tools to track appointments and manage priorities
• In-depth knowledge of products, services and systems; ability to proactively train and recommend best practices to clients
• Effectively interact with internal departments to support customer base.
• Introducing and/or promoting other Corpay products to satisfied client base
• Retaining client base of accounts and associated revenue through an appropriate level of contact with clients.
• Maintaining detailed account information in the contact management software

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees