Sr. Account Manager

Location: Allen, TX

Department: Account Management

Type: Full Time

Min. Experience: Experienced

Forte Payment Systems is a professional high-tech company that provides merchant accounts and payment processing solutions.  Our work environment is not like most.  Don’t mistake our casual easy-going attitude for laziness.  We work hard, but we also know that people are more productive when they are happy.  Hard work is rewarded with competitive salaries, an extensive benefits package and fun activities such as office game tournaments, family picnics, monthly lunches and more.

We are looking for a Sr. Account Manager who will be responsible for developing mutually beneficial and long-term relationships with strategic customers, and maintaining existing revenue stream through customer retention.  This position serves as a trusted advisor and customer advocate to assigned portfolio of accounts and is responsible for boosting the customer experience, retention and revenue growth through strong relationship building, exceptional account servicing and product consultation.

Essential duties and responsibilities include the following: 

  • Develop and maintain strong working relationships with both technical and senior level contacts
  • Understand customer’s business goals and objectives, and develop plans to assist them achieve those goals
  • Develop an in-depth understanding of the Forte’s products and services, and leverage product knowledge as needed to meet the customer’s needs
  • Develop an in-depth understanding of internal Forte processes and procedures
  • Serve as the primary point of contact and customer advocate, often funneling feedback to internal Forte teams
  • Work closely with Account Executives to identify and pursue growth opportunities within assigned portfolio of accounts
  • Provide proactive communication and consultation to improve customer satisfaction
  • Monitor performance of assigned customer accounts and ensuring timely resolution to all customer support needs
  • Perform quarterly/annual business reviews
  • Provide customer training on Forte’s products and services and operational processes
  • Provide regular status reports and performance metrics of assigned accounts
  • Lead and manage projects on behalf of customers
  • Train new Account Managers
  • Create and maintain current customer profiles and documentation as needed
  • Drive continuous process improvements to enhance the customer experience
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience of at least 5 years in payments industry, with e-commerce, PCI, EMV, and general card brand and ACH payments processing knowledge
  • Experience of at least 5 years in a relationship/account management role
  • Must have a high understanding of technical specifications/requirements for customer integrations, in particular API integrations
  • Ability to build strong customer relationships, and add value through effective probing and understanding of customer’s business model and processing needs
  • Must develop a working knowledge of Forte products and services, and internal processes
  • Ability to collaborate cross-functionally and influence others to achieve results
  • Must have excellent time management skills, with the ability to prioritize and manage multiple tasks/ projects
  • Must have excellent verbal and written communication skills
  • Ability to work well under pressure and in a fast pace environment
  • Must be results oriented, highly self-motivated and adaptable to change
  • Must have a strong customer focus, fervor and business acumen
  • Must have strong problem solving and negotiation skills
  • Must be very proficient in Excel, Word, and PowerPoint
  • Bachelor’s degree, preferably in Business
  • Ability to travel as business needs dictate (up to 25%)
  • Must have excellent interpersonal, verbal and written communication skill
  • Must be able to effectively communicate with all levels of management and customer contacts
  • Must be able to effectively understand and communicate customer’s needs to internal Forte departments
  • Must have strong research, analytical, problem-solving, and follow-through skills
  • Ability to prioritize and make quick decisions
  • Ability to recognize at risk customers and communicate to management timely
  • Ability to relate to others both internally and externally

 

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