Senior Director, Account Management

1 month ago

Charlotte, United States Paymentus Full time

Summary/Objective

The Paymentus Account Management Team is responsible for the retention, relationship expansion, revenue growth, reference-ability and overall satisfaction of existing Paymentus clients, through proactive communication, situational analysis, client education and information sharing, strategic planning, results driven up-sell/cross sell activities, issue escalation management, and effective marketing and product promotional campaign development.

Essential Functions/ Responsibilities

  • Collaborate with the Paymentus Client Operations Leadership Team, to work closely with an assigned portfolio of high revenue clients. Number of clients and revenue size of portfolio may vary based upon region/territory, and business need ranging between 6 and 15 clients in total. Most clients will generate $750k or greater in annual revenue to Paymentus and will be national or global brands across multiple business verticals or industries.
  • Develop formal account plans and client strategies to maximize client satisfaction and drive increased net revenue flow for each respective client, as well as, Paymentus
  • Engage clients via telephone, through face-to-face client meetings, virtual meetings, conference/expo interactions, and through written communication, to ensure on-going proactive communication on a monthly basis or more frequently as requested, which is documented in the corporate CRM solution.
  • Function largely as the "Acting President and CEO" of their respective portfolio responsible for making key financial and operational decisions, within input of the Client Operations Leadership Team.
Supervisory Responsibility

This position may supervisory responsibility or direct reports.

Education and Experience
  • Minimum of 12+ years of direct experience in online bill payment, mobile/digital bill payments, electronic bill presentment and money movement required
  • Must demonstrate advanced knowledge of online and electronic bill payment industry, fundamental understanding of merchant services and credit card association rules, regulations and compliance standards
  • Must have 12+ years of experience directly managing a portfolio of institutional and/or commercial clients ("Billers/Merchants"), across multiple industries and business verticals, with a proven track record of consistently meeting or exceeding up-sell/cross-sell production goals and revenue retention targets
  • Must have advanced oral and written communications skills including the ability to make presentations and deliver messaging on complex and sensitive information for audiences at all levels
  • Should have extensive experience with complex software implementations
  • Previous background in managing the lifecycle of software development and overseeing 24x7 secure technical operations: from requirements to dev to QA to deployment and then to support
  • Understanding how to lead technical discussions with internal and external stakeholders
  • Proven ability to effectively negotiate contract renewals with a firm understanding of pricing guidelines, product applicability, and acceptable terms and conditions; must be able to influence stakeholders to ensure that all agreements preserve profitability and mitigate risk to Paymentus
  • Experience preparing comprehensive Request for Proposals, Request for Bids, Vendor Requirement Requests
  • Must demonstrate level of self-sufficiency to manage portfolio, drive the client relationship, and lead customer meetings without Paymentus leadership presence
  • Must be comfortable presenting to C-Level executives and driving strategic conversations with or without leadership presence
  • Must demonstrate a sales-centric approach to relationship management, formulating plans to cross-sell / up-sell and achieving desired results
  • Must be comfortable managing highly complex clients with either custom configurations or multi-divisional relationships
  • Highly proficient in financial modeling and preparing pricing proposal recommendations factoring costs and profitability for each client
  • Must understand revenue cycle management and revenue collection 13. Proven ability to comprehend, document and articulate client requirements and business rules for change requests and/or secondary product implementations
  • Knowledge of diverse business types, industries/verticals, and economic market, with strong financial acumen; industries may include, but are not limited to: Government, Banking & Financial Services, Insurance, Mortgage Servicing, Utilities, Healthcare, Lending
  • Act as voice of customer, partnering with internal team members to drive any customer issues/escalations to resolution
  • Experience selling SAAS and/or cloud-based solutions strongly preferred
  • Familiarity with Salesforce™ or similar CRM strongly preferred
  • Familiarity with PCI DSS Compliance, credit/debit card association regulations, and NACHA rules strongly preferred
  • Professional designations such as CPP, AAP, PMP are strongly preferred, but not required 20. Familiarity with Microsoft Office Suite required

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to travel.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

Travel requirement is up to 35%; however, requirements may be greater or less than during certain periods of the year.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race, creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.

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