Strategic Account Manager

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.

• Is responsible and accountable for totality of client relationship for assigned accounts; all Global Payments products and services including TMS, Value Added Products (VAPs), and Core across all platforms including Commercial, Consumer and Debit. Participates in and ensures the appropriate support and service activities are provided for company products and services for clients of varying sizes. Is responsible for ensuring tactical initiatives are implemented successfully.
  
  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, identifying product support and development needs and communicating needs internally. (Client Management)
• Maintains long-term relationships with clients. Ensures understanding of the 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. Identifies new product services based on strategic direction of the client's business. (Client Management)
• Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to leadership. (Client Management)
• Provides quality service and operational performance within the parameters of the client's projects and service delivery standards. (Client Management)
• For the North America segment, supports the Client Business Review and acts as an advocate for the client. Aligns client's needs with internal solutions. Conducts the complete setup and preparation for the client review, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting. Assists with presenting specified sections of this information to the client with the intent to improve the client’s business.
  
  For the International Segment, owns the organization and delivery of client business reviews. Aligns client’s needs with internal solutions. Manages 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)
• For the North America segment, is accountable for invoice accuracy, including research and dispute resolution and understands the financial and compliance impacts of client support. Consistently analyzes and monitors the client’s processing environment to identify and implement strategies for operational efficiency and cost savings. For the International segment, ensures the accurate and timely…