Relationship Specialist, SMB

Paysafe•Jacksonville, FL

1d•Hybrid

About The Position

As a Relationship Specialist, you will serve as the primary liaison for a portfolio of high-value merchants, focusing on cultivating long-term relationships, driving growth, and enhancing retention. You will conduct regular check-ins, proactively assess merchant satisfaction, and address escalations with a premium service approach. Leveraging insights from internal dashboards, you will identify processing anomalies, mitigate attrition risks, and develop strategic outreach plans for contract renewals, competitive positioning, and new product adoption. In this role, you will act as a trusted advisor, providing expert guidance on chargeback mitigation, PCI compliance, surcharging, cash discounting, and other industry best practices. Success in this position requires a combination of relationship management, strategic analysis, and cross-functional collaboration to ensure an outstanding merchant experience. This is a hybrid position based in our Jacksonville, FL office, with an expectation of working onsite three days per week.

Requirements

A Bachelor's degree in Business, Marketing, Finance, or a related field, or an equivalent combination of education and experience in lieu of a degree.
1+ years’ of prior experience in Account Management, Customer Service, or a client-facing role.
Demonstrated expertise in communication, negotiation, and relationship management.
Strong analytical abilities, problem-solving proficiency, and sound decision-making skills.
Ability to thrive both independently and collaboratively in a dynamic, fast-paced environment.
Proficiency in Microsoft Office, CRM software, Salesforce, and other relevant business tools.

Nice To Haves

Experience in the payments industry or a similar field is highly preferred.

Responsibilities

Develop and maintain strong relationships with key decision-makers and influencers within your assigned merchant portfolio.
Act as a trusted advisor, understanding clients' business objectives, challenges, and industry dynamics to provide tailored recommendations.
Ensure a superior merchant experience through proactive engagement, problem-solving, and dedicated support.
Identify opportunities for growth within existing accounts by analyzing business needs and proposing relevant solutions.
Execute cross-selling and upselling strategies to align products and services with merchant objectives, increasing revenue potential.
Consistently meet and exceed sales quotas, contributing to overall team and company revenue targets.
Conduct structured monthly or quarterly business reviews in collaboration with team leadership to assess performance and explore additional opportunities for strategic partnerships.
Evaluate key account metrics, including transaction volume, revenue growth, customer satisfaction, attrition rates, and retention efforts.
Proactively address risks and processing anomalies using data insights, mitigating potential churn or competitive threats.
Negotiate contracts, pricing structures, and agreements to ensure mutually beneficial partnerships.
Provide guidance on chargeback inquiries, PCI compliance certification, surcharging, cash discounting, and other industry best practices.
Collaborate with internal teams—including Product, Customer Success, Risk/Underwriting, Marketing, Legal, and Sales—to deliver seamless support and exceptional service.
Manage escalations, resolve merchant concerns efficiently, and ensure issues are directed to the appropriate department for resolution.
Stay informed on the latest trends, regulatory changes, and competitive developments within the payments industry.
Share insights and best practices with clients and internal stakeholders, positioning your role as a thought leader in merchant success.