Strategic Account Manager, Commercial

KeyBank • Cleveland, WA

10d • $71,000 - $125,000 • Hybrid

About The Position

At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on B2B payments within Key's Commercial Bank. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by 1) cross-selling existing clients, 2) growing the programs of existing clients, and 3) proactively managing client attrition.

Requirements

• Bachelor's Degree or higher required, or equivalent experience (required)
• 5+ years experience as a relationship manager or account manager for merchant services accounts (merchant) (required)
• 5+ years of product, account management, accounts payable, supplier enablement, or procurement related experience in a treasury management or financial services setting (AP) (required)
• Customer-focused with a commitment to delivering high quality service (required)
• Capable of managing multiple concurrent objectives, projects, groups, or activities (required)
• Able to problem solve and overcome challenges and objections from clients and vendors (required)
• Ability to multitask and juggle several responsibilities simultaneously (required)
• Able to work in a matrixed organization with colleagues across various reporting structures (required)
• Comfortable building relationships within all levels of prospects and/or a client’s organization from technical team leads to the executive level (required)
• Good attention to detail and organizational skills (clean up) (required)
• Strong interchange knowledge (merchant) (required)
• Card Brand assessment fee knowledge (merchant) (required)
• Card Brand compliance knowledge (merchant) (required)
• PCI understanding (merchant) (required)

Nice To Haves

• Proven track record of meeting or exceeding expectations and receiving positive customer feedback. (preferred)
• Proficiency with common customer success and customer relationship management tactics as well as common software applications (e.g. SalesForce) (preferred)
• Experience working with Fiserv and/or Elavon and services to individuals and companies throughout the United States and, for certain businesses, internationally. (Merchant) (preferred)
• Business acumen that includes knowledge of payment processing, payment methods like Check, Wire, ACH, and Virtual Cards (AP) (preferred)
• Familiarity with working capital strategies and the operations of commercial treasury, controllership, and accounts payable functions (AP) (preferred)

Responsibilities

• Proactively work with clients to review their business, suggest new and innovative ways to engage so that the client is successful.
• Act as the main point of contact within the line of business on matters relating to client, bridging the gap between sales and customer support.
• Manage accounts to ensure clients are receiving the right product and services mix which address their needs and creating upsell, cross-sell and renewal opportunities.
• Conduct Annual Business reviews which include interchange and pricing analysis, payments optimization, and base understanding of PCI requirements and fraud prevention strategies. (Merchant)
• Function as the primary point of contact for strategic accounts supporting successful implementations, deepening relationships, growing payables activity, and directing inquiries to the appropriate servicing channels
• Proactively identify opportunities to cross-sell additional KeyBank services
• Operate as a centralized point of escalation for issues; drive resolution among stakeholders including business development, onboarding, servicing, and product teams to resolve issues (both)and sales organizations to create content supporting business development discussions
• Operate as a centralized point of escalation for line of business issues; drive resolution among stakeholders including business development, onboarding, servicing, and product teams to resolve issues
• Identify trends, changes, or shifts in client and competitor behaviors, and regulatory and competitive forces that impact solutions
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Benefits

• Base salary in the range of $71,000.00 - $125,000.00 annually.
• Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
• Access to a list of benefits for which this position is eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level