Sr. Director, Client Relations Executive

Worldpay•Denver, CO

3d•Hybrid

About The Position

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Senior Director Client Relations to join our ever evolving Global Payments team and help shape the future of global commerce.

Requirements

Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry
Proven track record in client relationship management and/or the sales of technology products and services
Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction
Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
Demonstrates the ability to lead by example and motivate professional-level staff
Displays strong leadership qualities, decision-making abilities and strong business judgment
Possesses strong personnel management skills
Broad knowledge of Payments products and related services; in-depth knowledge of products and services for which team(s) provide support
Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
Demonstrated customer-focused leadership ability
Ability to work both independently and in a team environment
Creative - You simplify the complex. Always looking forward to create a bigger impact for our colleagues and customers.
Empowered – You use our initiative, taking calculated and thoughtful risks to progress
Accountable – You never stand still, never settle. You work at pace to achieve your goals.
Think like a client: We care deeply about our clients' success. We ask, listen and learn — curious to understand first. Our passion drives excellence in everything we set out to do.
Act like an owner: We take accountability — working at pace to own our outcomes. We empower each other to make decisions. We’re innovative — always finding better ways to deliver impact.
Empowered – You use our initiative, taking calculated and thoughtful risks to progress
Win as one team: We value personal connections — moving forward together with clarity. We build inclusive and global teams — embracing different perspectives and ideas. It’s always ‘we,’ never ‘me.’ We’re determined to succeed together.

Nice To Haves

Previous experience in Client Relationships

Responsibilities

Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.
Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
Works to maintain and grow the client relationship while ensuring ongoing customer service.
Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Worldpay products or services.
Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
Keeps abreast of new products/services and changes to existing products/services.
Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
Owner of quarterly and monthly business reviews to learn about clients’ strategic direction as well as present state of the Worldpay business
Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
Manages and communicates expectations internally and externally.
Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty.
Ensures representatives are properly trained when new products are released or products are upgraded
Selects, develops and evaluates personnel to ensure the efficient operation of the function.
May work at an Worldpay or a client location.
Travel required at 30%
Other related duties assigned as needed.