Director, Key Account Relationship Manager

Job Description

The Director, Key Account Manager is responsible for the strategic alignment, overall health, growth, and stability of a portfolio of Cayan’s Key Accounts. The role requires deep payments industry experience and client management involving a technology product offering.

Responsibilities will include: Developing a trusted-advisor relationship with each account in the manager’s portfolio, identifying upsell and cross-sell opportunities within accounts and working with Sales to close such opportunities; developing and maintaining strategic account plans including KPIs, forecasts, budgets, and strategy/tactics to meet account objectives; providing voice of the customer (VOC) insights to the organization – especially to Product, Sales, Professional Services, Customer Support, and Customer Experience; being a thought leader in identifying strategic alignment between Cayan and the Accounts; ensuring happy, reference-able accounts; and providing leadership and oversight to internal teams working to fulfill account needs while maintaining ownership of these issues through resolution.

The right candidate will have experience as a strategically-oriented Client Services Manager in the payments industry that includes a technology product as core to the value offering.

Internally, you will work closely with Sales, Product Management, Professional Services, Operations, Marketing on a bilateral basis – ensuring customers’ needs are attended to but also providing insights and feedback to these groups.

Key Responsibilities:

  • Provide forward-leaning, active account management
  • Hit goals and actively manage to KPIs related to customer revenue, margin, and customer experience • Develop and monitor customer operational metrics
  • Be accountable for exceptional customer experience at all tiers of Cayan / Account interactions
  • Within Cayan, be THE advocate for your clients
  • Be the single point of contact for all account-related items and the ultimate escalation point for customer issues and support
  • Bring to bear knowledge and experience of payments industry, pricing , and business models to develop creative strategies to accomplish goals
  • Bring a personal philosophy of transparency and a comfort with team-play to achieve goals while helping others to do the same
  • Provide support to fellow-account managers and Sales in business development and sales efforts
  • Interact with executive management at Tier 2 and 3 merchants
  • Develop account plans that: o Articulate the strategy, goals, and methods associated with each account
    • Identify the zones of alignment between customer needs and Cayan Product and Service offerings
    • Achieve account-level goals primarily by operating within these zones, with exceptions on a case-by-case basis
  • Maintain regular account status updates aligned with the account plans for internal and external dissemination
  • Work with Cayan internal leaders to identify key improvements to Cayan’s standard processes \
Key Requirements:
  • 5+ years of experience as an Account Manager / Relationship Manager within the Merchant Services / Payments industry; processor experience a plus
  • Strong knowledge of payment processing solutions and the Acquiring business model
  • Comfortable with upsell and cross-sell responsibilities • Demonstrated success in developing, delivering to and managing to KPIs
  • Habits of developing polished, professional presentations, excel models, and use of email and Word
  • Comfortable accessing internet / intranet based systems for knowledge management and sharing
  • Strong relationship development and interpersonal skills
  • Comfortable with driving internal and external stakeholders to reasonable goals
  • Experience in a fast-paced, innovative, and technically-oriented organization
  • Familiarity with technology solution implementations
  • Experience with consultative selling
  • Experience in a variety of business functions including Customer Support, Sales, Product Management, or Professional Services (project management, relationship management) considered a plus
  • BS or equivalent work experience
We are an Equal Opportunities Employer. We aim to provide equality of opportunity to all persons regardless of their religious belief; political opinion; sex; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment. We do not discriminate against our job applicants or employees on any of the grounds listed above. We aim to select the best person for the job and all recruitment decisions will be made objectively.