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Client Manager

Overview:
Client Manager Portfolio ManagementMonday - FridayShifts may vary 8:
30am-5:
30am, 9am-6pm, or 9:
30am-6:
30pm Heartland Payment Systems is a fast paced environment, with a casual flair.
While our benefits and amenities demonstrate our value of work/life balance as an important aspect of employment, we encourage an entrepreneurial spirit and often promote from within.
Heartland is the 5 th largest processor in the US, 9 th largest in the world.
Publicly traded (NYSE:
HPY) and a Fortune 1000 company; our Indiana Service Center located in Jeffersonville has been named an Indiana's Best Employer in 2012 and 2013.
Our Jeffersonville facility boasts a large campus that includes an on-site day care (operated by Bright Horizon's), cafeteria serving breakfast and lunch, and 24 hour full service gym including indoor track, sauna, availability of personal trainer and other fitness programs.
The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of HPS merchant accounts, with equal weight given to overall merchant count and overall margin attrition in the portfolio.
Also responsible for identifying cross-sell opportunities for existing clients and proactively contacting all new merchants in the defined portfolio.
Responsibilities:
Develops productive working relationships with key sales leaders within a defined portfolio to proactively identify at-risk clients and execute mutually-agreeable strategies to retain/grow accounts.
Also acts as a liaison between HPS sales and service where appropriate.
Responds timely and effectively to all requests for client reviews, rate analysis, product information, account terminations, etc.
whether from the regional sales or service teams.
Manages client issues, provides feedback to the sales or service teams to ensure adequate follow up and escalates where appropriate.
Negotiates with client to maximize margin potential.
Daily monitoring of key metrics and reporting to identify and react to attrition suspects.
Makes recommendations to clients and HPS sales leaders.
Captures and analyzes reasons for client attrition through basic interview techniques with terminating merchants.
Use analysis and information to incorporate ways to save current clients who may be experiencing the same issues/concerns.
Recommends solutions to clients, teammates and HPS management.
Establishes regular outbound calling processes to new HPS clients to initiate relationships and ensure merchant is satisfied.
Knows triggers for attrition intimately, and maintains a clear understanding of and can represent to management the current status of attrition in the defined portfolio.
Aggressively works to identify reasons and solutions for attrition.
Stays current on all HPS products, services and important industry changes in order to appropriately assign a solution to client requests.
Regularly presents additional product solutions in all client interactions.
Interprets competitor statements/invoices and performs rate analysis quickly and effectively.
Accountable for timely and accurate status reporting to management when requested.
May identify new business opportunities and initiate or participate in business development activities.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified.
Nor are such responsibilities, duties and skills static; changes will occur over time.
Qualifications:
Education/CertificationBachelors degree in business or a related field, or equivalent sales and/or accountmanagement experience Required KnowledgeStrong business, analytics and technical aptitude Excellent relationship building and customer service skillExtensive knowledge of the company's products and services Experience RequiredAt least 2 years related sales/account management experience, including at least1year experience in merchant processing environment.
Has experience meeting/exceeding an aggressive sales goal with defined metrics and a proven track record of success.
Management experience a plus.
Skills/Abilities:
Excellent verbal and written communication skills, particularly negotiation skillStrategic thinking capability to provide vision and guidance to the organization Demonstrated management skills with proven ability to build and manage internal and external relationships Well organized, attentive to detail and able to multi-taskMaintains a positive attitude and a willingness to work independently or with a team Physical Requirements and Working Conditions Physical Requirements Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paper work, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.
Working Conditions No hazardous or significantly unpleasant conditions In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.
HPS offers a competitive salary and comprehensive benefits package to qualifying employees.
HPS is an equal opportunity employer

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