Sr. Relationship Mgr, Platform Relationships

Priority Technology Holdings, LLC

11h•Remote

About The Position

As a Senior Relationship Manager, Banking & Treasury Services, you will play a critical role in the long-term success of high-value clients and the company. By ensuring clients achieve their desired outcomes, the role will help drive customer satisfaction, loyalty, and retention, which in turn can lead to increased revenue and business growth. You will act as trusted advisors to clients, helping them to realize the full potential of the company’s offerings and contributing to the overall success and reputation of the company. You will be supporting our strategic clients, providing them with white glove service.

Requirements

Associate’s degree in Finance, Business, or equivalent work experience.
6+ years of experience in client success, account management, or a relationship management role, preferably in a FinTech or Banking environment.
Banking Operations / Treasury Experience required.
Excellent verbal, written communication and interpersonal skills needed to develop collaborative working relationships with cross functional teams.
Ability to understand end to end processes.
Patient, diplomatic, and collaborative.
Advanced communication skills and the ability to have crucial conversations with our clients.
Full understanding of our products and internal processes.
Experience navigating complex problems.
Ability to communicate cross-functionally across the organization.

Responsibilities

Key point of contact post-integration: Establish and nurture trust-based relationships with clients after integration.
Product knowledge and support: Maintain a deep understanding of our banking and treasury management product to effectively address client queries and offer solutions.
Regular client check-ins: Conduct periodic meetings to understand clients' evolving needs and align services to meet those needs.
Build an understanding of customer needs to advocate for roadmap and product solutions.
Escalation management and collaboration with internal teams to resolve any customer issues.
Leading Quarterly Business Reviews with Partners.
Continually push for new feature adoption with existing clients.
Actively drive an increase to bottom line revenue.
Assigned to higher-touch enterprise clients.
Creating SOPs (Standard Operating Procedures).
Reviewing SOPs created by team members and editing as needed.
Providing backup/oversight on L1/L2 ticket responses.
Impact 1 On-Call support during business hours.
Maintaining/Updating Master List of all ISV prospects (Acquiring/ Platform Services Only).
Internal coordination: Collaborate with various internal teams to effectively meet client needs and identify upselling or cross-selling opportunities.
Feedback loop: Work with sales, marketing, product, and other departments to provide client feedback, contributing to product improvements and the development of new offerings.
Team Support: Provide guidance, training, and support to colleagues.