Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

#LI-Hybrid

This position is not eligible for referral bonus

Summary of This Role

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

What Part Will You Play?

• Is responsible and accountable for totality of client relationship; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit. Leads, directs, oversees and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. On call 24 hours a day, 7 days a week, and responds appropriately to ensure Global Payments support groups respond and react accordingly and with empathy to the client impact. Update client business groups as necessary during and after severity one incidents. Required to carry a cell phone and travel to client site(s) as necessary. (Client Management)
• Supports the client by acting as the voice of the customer and identifying product support and development needs. Champions the client's needs and leads communications internally and ensures client needs are prioritized. (Client Management)
• Leads and ensures retention and maintenance of long-term relationships with clients based on strategic direction of client's business. Ensures understanding of the client business and product installations to identify new product or service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. (Client Management)
• Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues that pose substantial regulatory or financial impacts. (Client Management)
• Leads quality reviews and monitors operational performance to ensure service delivery is within the parameters of the client's projects and service delivery standards. (Client Management)
• Represents the client in the Client Business Review from a strategic direction based on experience and trends. Aligns client's needs with internal solutions. Owns, directs and ensures of the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Manages the implementation, execution and follow up of actions associated to monthly/quarterly balanced scorecards and Global Payments Inc. client survey. Assists with presenting specified sections of this information to the client with the intent to improve the client's business. (Client Management)
• Is responsible and accountable for the accurate and timely forecasting of all revenue and lines, on a monthly and quarterly reporting basis. Validates monthly billing to the client ensuring accuracy and timely issuance of invoices. Ensures client stays current with no bad debt. (Client Management)
• Accountable for the negotiation and settlement of any direct loss claims or billing disputes. (Client Management)
• Ensures revenue targets for new and existing accounts are met. The North America segment collaborates with internal stakeholders to identify, create and deliver the successful closure of cross sell opportunities of Global Payments and partner products and services. Extends Global Payments revenue and footprint with the client to meet individual account revenue and strategic growth targets. Tracks and reports performance. The International segment identifies and owns the successful closure of cross sell opportunities of Global Payments and partner products and services to extend Global Payments revenues and footprint with the clients to meet individual account revenue and strategic growth targets as set by your manager. Creates business case for Executive approval. Tracks and Reports Performance. Is accountable for the profitability of new commercial deals; achieve agreed revenue and margin targets and adhere to them whilst adopting a Senior Executive exception approval process. (Client Growth)
• Develop an Account Plan and Contact Plans; Fully understand the client organization and strategy to enable Global Payments to engage and navigate throughout the enterprise. Define relevant propositions for each client and qualify opportunities to ensure high probability of win and successful delivery. Accountable for the profitability of the client; achieve agreed revenue targets. (Client Growth)
• Leads, manages and is accountable for renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points. Receives support from legal and other key stakeholders for areas outside of the Relationship Management’s area of expertise. (Client Growth)
• Manage sales support resources and work with internal stakeholders to create and deliver propositions. (Client Growth)
• Stay abreast of industry trends, regulations and competitive products in order to strategically identify and target sales opportunities. (Client Growth)
• Implement creative strategies and work with SMEs and other RM’s to seek new client solutions where appropriate. Work to develop initiatives to improve communications, processes and workflow with clients and within Global Payments to create and maintain positive relationships. Deliver reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management. (Client Growth)

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree
• Typically Minimum 10+ Years Relevant Exp
• Experience in client facing roles and/or financial industry.

Preferred Qualifications

• None Identified

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Having broad yet in-depth expertise and unique knowledge, uses skills to set and ensure success of company objectives and principles and to achieve goals in creative and effective ways within environments and situations that are complex and difficult. Having ownership of a function, major account or matrix management responsibilities, uses knowledge to ensure success, strengthen relationships, expand the business through key initiatives, and lead matrix teams on complex projects. Barriers to entry such as technical committee and senior management review exist at this level.
• Job Complexity - Works on issue that impact design/selling success or address future concepts, products, or technologies. Creates formal networks with key decision makers and serves as external spokesperson for the organization with key accounts, agencies, partners, vendors, and sales prospects.
• Supervision - Exercises wide latitude in determining objectives and approaches to critical assignments.
• Communication Skills - Oral and written. Ability to develop and conduct presentations.
• Collaboration Skills - Collaborate with internal and external audiences to solve problems.
• Customer Service Skills - Aligns client needs with internal solutions.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.