Job Posting: Manager, Client Relationship Management

back

Role Summary

The Manager, Client Relationship Management's main role is to grow Beanstream's recurring revenue by maintaining close, healthy relationships with a roster of preselected clients meeting established criteria (e.g. revenue, industry profile, potential for growth). This includes ensuring that these clients receive exceptional service in the areas of sales, development, implementation, and support. This is a high profile job which also requires close liaison with the management team across all functions to ensure that adequate resources are allocated for maintaining excellent relationships with the high-value client roster.

The Manager, Client Relationship Management may also be assigned other activities at the discretion of management.

Key Accountabilities:

• Establish and maintain close working relationships with high-value clients, and report state of relationship to the management team, considering areas for continued improvement and focus
• Able to maintain relationships with all levels of client organizations, including executive, management, and lower-level
• Maintain awareness of emerging trends and regulatory requirements within the field to ensure business strategies are aligned with the operational environment
• Compare monthly performance of managed accounts to identify growth/decline trends
• Provide a higher than expected level of service through pro-active management of the assigned accounts. Act as a single point of contact for all high level situations, service changes, pricing requests, new integrations, etc
• Increase volume and/or revenue of managed accounts by securing add-on products and services
• Assist sales in attracting significant business opportunities
• Assist in responses to RFPs
• Retention of managed accounts through save techniques, etc
• Act as a "safety net" by identifying impacts of new initiatives, billing changes, new projects, etc to current clients and taking appropriate steps to minimize or negate any perceived impacts
• Provide timely information to clients on service outages and any impacts to daily processing

Knowledge Skills & Abilities:

• Thorough knowledge of current and planned company products and pricing, competing services, and Beanstream's relative positioning within the market
• Demonstrated ability to establish and maintain strong client relationships with all levels within an organization
• Well organised with solid analytical, time management and communication skills with the ability to multi-task in a demanding environment
• Able to generate respect from various internal and external stakeholder groups
• Acts with integrity and trust
• Ability to conduct product and service presentations to an executive level attendance
• Participate in trade shows and seminars as necessary. Travel as required
• Demonstrated effectiveness in consensus building, time management, issue escalation, planning, organizing, and project management
• Analyze and contribute to Core Team Meetings with operational teams to aid driving products and services to further meet customers' needs

Core Compentencies Required:

• Persuasive Communication – The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences
• Interpersonal Awareness – The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others
• Customer Orientation – The ability to demonstrate concern for satisfying one's external and/or internal customers
• Strategic Thinking – The ability to analyze the organization's competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors
• Results Orientation – The ability to focus on the desired result of one's own or one's unit's work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them

Qualification:

    Education and Training

• University degree or equivalent combination of relevant work experience
• Knowledge of merchant acquiring industry, payment gateways or shopping cart services required
• Financial services experience highly preferred
• Strong knowledge of MS Office suite

    Experience

• Advanced Client Relations experience in a B2B environment
• 5+ years work experience within a similar role
• 3+ years work experience within the electronic payments industry
• Ability to coordinate projects and affect decisions with executives at various levels
• High degree of organization to manage many competing priorities in fast paced environment- High degree of organization to manage many competing priorities in fast paced environment

If you think you're ready for a challenge and a change and would like to be part of our team, please send your cover letter (including salary expectation) and résumé via e-mail to eharris@beanstream.com