Client Manager at Global Payments

Jeffersonville, Indiana, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FinTechIndustries

Requirements

Bachelor's Degree or the equivalent of training and experience
Typically Minimum 2 Years Relevant Experience, including consulting with clients to meet business needs
Preferred: Typically Minimum 4 Years Relevant Experience in the credit card industry
Developing professional expertise, applies company policies and procedures to resolve a variety of issues
Ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
Exercises judgment within defined procedures and practices to determine appropriate action
Builds productive internal/external working relationships
Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Ability to solve problems using experience

Responsibilities

Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services
Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services
Undertake research and develop proposals for new solutions to solve technical problems and follow-up on the status of outstanding issues
Use databases or other computerized systems to maintain up-to-date documentation
Continue education of the industry, system, module, and product, and use that information to inform the client
React to moderately complex client inquiries and conduct research to solve issues within established guidelines
Continue knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology, including clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions, and proposing communication of the resolution to the client
Assigned as contact with the client to either resolve client’s issue or propose definition of client’s problem for subsequent action
Participate in calls with technical, account management, vendors and/or the client when necessary, and update issue tracking systems, while keeping the client informed
Analyze and evaluate client initiated changes, including options maintenance requests, through client consultation about best practices and internal research
Perform maintenance on accounts and verify system changes made to ensure the outcome is accurate
Build client relationships through accurate and timely communication and establish credibility through knowledge of systems and product functionality
Understand clients' business needs and objectives and identify opportunities to promote new products and services
Interpret basic technical client issues and project requests, assist in determining root cause analysis, and identify technical changes needed
Translate for internal teams and stakeholders and advocate for the client within Global Payments while striving to meet the needs of both parties
Develop functional requirements and specifications to support client customization or system changes