Senior Account Manager

Sutton Bank•,

15d•Onsite

About The Position

As the primary contact for an assigned strategic partnership of the Payments team. This role is responsible for managing this formal relationship in order to provide exceptional customer care related to executive communication, resolution of operational issues, manage client problems to resolution and manage contracts with these parties. Coordinates with the client's account relationship manager, internal staff, and other appropriate departments to ensure this client is properly serviced, processes are properly executed and all interactions with client meets Sutton Bank's mission and goals.

Requirements

Bachelor's degree in business or related field.
Five years of experience in client-facing interaction in the financial services industry.
A thorough understanding of electronic and card payment processes.
The ability to communicate effectively and clearly, both in verbal and written communications.
Excellent interpersonal skills.
Strong knowledge of the business area that is being supported.
Self-directed and motivated.
The ability to manage multiple tasks.
Excellent problem-solving skills.
Superior analytical skills.
Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business community.
Ability to effectively present information to groups of managers, employees, customers, etc.
Ability to learn new software packages that are position specific.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to communicate with "C" level executives.
Solid understanding of technology and operational process required to deliver and support new products.
Must possess exceptional financial acumen to include working with P&L's, reading partner and Sutton balance sheets, trend analysis, aging reports and other financial tools.

Responsibilities

Develops the individual Partner relationships and ensures goals, strategies and objectives are in place to support the execution of all Partner and Sutton plans.
Creates Partner-specific strategic account plans which align with overall revenue/gross margin and Sutton corporate strategy goals.
Champions partner's business development initiatives within Sutton.
Monitors and assesses trends, problem areas, understands Partner's unique needs, providing them with feedback on Sutton's performance and theirs, keeping them current in all facets of Sutton's business and keeping lines of communication with Partners open at all times.
Has a deep understanding of Sutton Bank strategy, policies, products, systems and processes and works within these to further growth and development of Partner business with Sutton. Appropriately challenges these standards when necessary to further the growth and development of Partner business.
Has a deep understanding of all Partner's business, key decision makers and influencers, trends in the industry, as well as their competition. Consults regularly with Partner on these topics.
Holds regular face-to-face meetings with Partnership Contacts to continue to build relationship, strategize about objectives and ensure alignment between Partner and Sutton.
On call 24 hours a day, seven days a week, and responds appropriately to ensure Sutton support groups respond and react accordingly.
Required to carry a cell phone and travel to partner site(s) as necessary.
Aligns partner needs with internal solutions. Appropriately challenges status quo to ensure Sutton continues to develop solutions to ensure retention and enable growth of Partner business with Sutton.
Has an intimate knowledge of Partner agreements, programs, pricing strategies, marketing approaches and providing accurate and timely reporting of information and strong relationship building skills are all keys to success in this role.
Engages Sutton senior management across the organization as appropriate to assist with reaching partner objectives and account plans.
Provides coaching, mentoring, and support at every level within the Partner-specific teams as needed. Acts as a role model for every team member and across the organization by demonstrating a personal commitment to excellence while exhibiting unquestioned integrity and trust.
Responsible for assisting with the client's contract renewal with Sutton Bank.
Serves as the primary point of contact for assigned Payment's client account(s).
Serves as primary contact for internal issues/questions raised with internal departments regarding assigned account(s). Such as legal issues and non-compliance bank required items.
Establishes routine meetings with the assigned account to create a relationship cadence touchpoint including but not limited to resolving outstanding issues, comply with client requests, and respond to client inquiries.
Works with internal departments to accomplish requests, projects, or issues raised by client account(s).
Provides support in research and resolution of operational problems and inquiries.
Keeps abreast of changes to products and services.
Maintains comprehensive knowledge of applicable products, services, policy and procedures.
Identifies opportunities to provide additional services or resources to customers.
Applies established payment policies and procedures to streamline operations and ensure customer satisfaction.
Assists in the development of Sutton efficiencies that focus on client tasks. Includes participation in the identification and/or creation of products to ensure product rollout and success.
Assists in the identification of potential risk factors and determine solutions to mitigate exposure.