Mid Market Account Manager

Foster City, CA, United States

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

We are looking for a dedicated and customer obsessed Account Manager to join our team.

In this role, you will be the main point of contact for a portfolio of 100 existing customer relationships. Your responsibilities will include building and maintaining strong, long-lasting client relationships, negotiating contract renewals, and finding new opportunities to expand business on the Cybersource platform. You will work closely with the account executive team to uncover upsell opportunities to introduce new products and grow revenue, all while maintaining a positive customer experience. You will act as a trusted advisor and consult with your clients on their payment strategy, any challenges, as well as their goals.

This role requires strong cross collaboration with our billing team, technical support, risk operations, and others to resolve inquiries on behalf of the customer.

Essential Functions:

Handle a high volume of inbound emails and phone calls. Evaluate the nature of the inquire and determine the appropriate response and course of action

Own revenue target for both retention and upsell/growth for portfolio of 100 Mid Market merchants

Prioritize and manage high volume account questions regarding pricing overviews, upsell opportunities, product overviews and value propositions, high level technical inquiries

Collaborate with Account Executive on portfolio retention and growth strategies

Utilize forward thinking to implement creative ways to improve operational process efficiencies.

Take initiative to develop skills by staying current on industry trends, product knowledge, competitive landscape, and new company developments

Deliver on key business metrics through pipeline management of contract renewals, upsell opportunities and revenue growth, profitability, and any at risk business.

Negotiate pricing and contracts for upsells and contract renewals

Serve as an escalation point, both internally within the team, and with customers. Facilitate the resolution of issues, connecting customers with the right resources for assistance.

Locations - Lehi, UT, Foster City, CA, Bellevue, WA, Highlands Ranch, CO, Atlanta, GA, Miami, FL and Austin, TX

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

5 or more years of relevant work experience with a Bachelors Degree or at

least 2 years of work experience with an Advanced degree (e.g. Masters, MBA,

JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

6 or more years of work experience with a Bachelors Degree or 4 or more

years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD,

MD) or up to 3 years of relevant experience with a PhD

5+ years' experience in account management/customer facing/sales

equivalent type role

Demonstrated passion for Customer Success and Relationship Management

Demonstrated ability to deal effectively with customers and strong telephone,

and written, and presentation skills.

Strong business and financial acumen

Strong organization and time management skills, comfortable multi-tasking

Creative and strategic thinker

Experience using Microsoft Tools (Outlook, Word, Excel, PPT)

Experience based Issue Resolution skills that facilitate dialogue across

multiple contacts

Ability to deal with customers in a manner that shows sensitivity and tact.

Strong contract and pricing negotiation experience

Demonstrated knowledge of the bankcard industry including issuing, acquiring,

transaction processing, eCommerce, Card Present, Card Not Present and ACH

Processing Preferred, But Not Required

Experience working with systems such as Tableau and Microsoft Dynamics

Knowledge of referral and reseller partner models

Previous experience managing relationships with Fortune 1000 companies

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 25% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 230,800.00 to 300,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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