Retention Account Specialist​/Account Manager

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.

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

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

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

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

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

• 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.

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