Strategic Account Manager, Commercial

Strategic Account Manager

At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Services. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by 1) cross-selling existing clients, 2) growing the programs of existing clients, and 3) proactively managing client attrition.

Responsibilities

• Proactively work with clients to review their business, suggest new and innovative ways to engage so that the client is successful.
• Act as the main point of contact in all matters relating to merchant services for clients, becoming the trusted advisor.
• Manage accounts to ensure clients are receiving the right product and services mix which address their needs and creating upsell, cross-sell and renewal opportunities.
• Conduct Annual Business reviews which include interchange and pricing analysis, payments optimization, and base understanding of PCI requirements and fraud prevention strategies.
• Proactively identify opportunities to cross-sell additional KeyBank service.
• Collaborate with team members to assess and deliver on initiatives.
• Identify trends, changes, or shifts in client and competitor behaviors, and regulatory and competitive forces that impact solutions
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education Qualifications

• Bachelor's Degree or higher required, or equivalent experience (required)

Experience Qualifications

• 5+ years' experience as a relationship manager or account manager for merchant services accounts (required)
• Customer-focused with a commitment to delivering high quality service (required)
• Capable of managing multiple concurrent objectives, projects, groups, or activities (required)
• Able to problem solve and overcome challenges and objections from clients and vendors (required)
• Ability to multitask and juggle several responsibilities simultaneously (required)
• Able to work in a matrixed organization with colleagues across various reporting structures (required)
• Comfortable building relationships within all levels of prospects and/or a client's organization from technical team leads to the executive level (required)
• Good attention to detail and organizational skills (required)
• Strong interchange knowledge (merchant) (required)
• Card Brand assessment fee knowledge (required)
• Card Brand compliance knowledge (required)
• PCI understanding (required)
• Proven track record of meeting or exceeding expectations and receiving positive customer feedback. (preferred)
• Proficiency with common customer success and customer relationship management tactics as well as common software applications (e.g. SalesForce) (preferred)
• Experience working with Fiserv and/or Elavon and services to individuals and companies throughout the United States and, for certain businesses, internationally. (preferred)

Practical Skills

• Strong Oral & Written Communication
• Risk Management

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel

• Required 15-25%

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.