Retention Account Specialist​/Account Manager

Overview

The Retention Account Specialist / Account Manager is responsible for retaining, managing, and growing relationships within Fintech’s retail customer base, including grocery, convenience, and restaurant/hospitality customers. This hybrid role serves as a primary point of contact for customers who are considering closing their account while also proactively managing ongoing account relationships to ensure customer satisfaction, product adoption, and long-term value. This position focuses on understanding customer business needs, educating customers on Fintech products and processes, resolving issues, and identifying opportunities to retain and expand Fintech solutions within existing accounts.

The role is a champion of Fintech’s products, services, and customer-first philosophy and works cross-functionally to deliver excellent customer experiences.

• Retention & Customer Advocacy:
  Serve as the primary point of contact for customers requesting account closure and work to retain all clients that remain in business.
• Retention & Customer Advocacy:
  Understand and address the underlying reasons for cancellation requests through consultative conversations.
• Retention & Customer Advocacy:
  Educate customers on Fintech products, services, website functionality, and processes to ensure full understanding and utilization.
• Retention & Customer Advocacy:
  Provide timely, professional responses to all customer calls and email inquiries.
• Retention & Customer Advocacy:
  Maintain knowledge of Fintech policies, products, services, and internal procedures.

• Account Management & Relationship Development:
  Develop, manage, and maintain strong relationships with existing retail customers.
• Account Management & Relationship Development:
  Understand customer operational workflows, particularly related to beverage alcohol purchases, to identify opportunities for optimization and growth.
• Account Management & Relationship Development:
  Build relationships with key stakeholders including decision-makers, accounting, IT, and purchasing contacts.
• Account Management & Relationship Development:
  Conduct periodic account check-ins and audits to ensure satisfaction and identify risks or opportunities.

• Sales Support & Account Expansion:
  Support solution selling of additional Fintech products and services to existing customers.
• Sales Support & Account Expansion:
  Prepare and deliver tailored presentations, proposals, and agreements.
• Sales Support & Account Expansion:
  Collect and process documentation required to activate new products and services.
• Sales Support & Account Expansion:
  Coordinate with internal teams to ensure smooth onboarding, implementation, and issue resolution.

• Account Maintenance & Data Management:
  Perform ongoing account maintenance, including timely processing of customer-requested changes.
• Account Maintenance & Data Management:
  Obtain and evaluate relevant information to resolve product and service inquiries.
• Account Maintenance & Data Management:
  Maintain accurate customer records in CRM systems and adhere to Salesforce case assignment and closure standards.
• Account Maintenance & Data Management:
  Ensure all customer interactions and updates are properly documented.

• Communication, Reporting & Continuous Improvement:
  Provide regular updates to the Senior Director of National Accounts regarding customer activity, risks, retention efforts, and opportunities.
• Communication, Reporting & Continuous Improvement:
  Escalate critical customer situations as needed.
• Communication, Reporting & Continuous Improvement:
  Promote positive collaboration across Fintech business units.
• Communication, Reporting & Continuous Improvement:
  Identify and recommend system enhancements and process improvements to improve customer experience and retention.
• Communication, Reporting & Continuous Improvement:
  Perform other duties as assigned.

• Required
• High school diploma required;
  Bachelor’s degree or equivalent experience preferred.
• Minimum 1 year of Fintech experience preferred or 3+ years of proven success in account management, sales, or customer-facing roles.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in a clear, user-friendly manner.
• Strong problem-solving, analytical, and strategic thinking abilities.
• Detail-oriented with exceptional organizational, prioritization, and follow-up skills.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with CRM systems (Salesforce preferred).
• Ability to work independently and collaboratively in a team environment.

• Preferred
• Experience in SaaS or technology-enabled services.
• Comfort delivering virtual presentations and product demos.
• Public speaking experience.