Customer Success Manager

  • Mentor, OH 44060, USA
  • Full-time

Company Description

CardinalCommerce is a global leader in authenticating digital transactions. Our technology-leading products reduce fraud while helping to increase sales and reduce consumer friction in the card-not-present payments industry. Cardinal services, partners with and complements most providers in the marketplace to deliver their authentication solution to secure digital transactions. In accommodating a growing number of payment brands and methods, Cardinal's platforms serve as universal switches, supporting virtually all merchant platforms, wallets, legacy processing systems and authentication methodologies.

CardinalCommerce is a wholly-owned subsidiary of Visa, and is headquartered in Cleveland, Ohio. We service our Customer base from facilities in the United States and around the world.

Job Description

Purpose:
This position is responsible for leveraging and developing relationship management and consultative selling skills, in a challenging and collaborative environment.

Essential Functions:
• Manage and deepen merchant relationships
• Demonstrate CardinalCommerce’s value proposition to our merchants
• Monitor health of merchant experience as well as anticipating RFP’s
• Proactively address potential industry and / or regulatory changes and new products/payment types
• Provide strong sales support to merchants/partners for all industry target accounts in book of business
• Develop collateral and conduct Quarter Business Reviews with Customer teams
• Monitor and report on the activities of Competitors/industry changes impactful to merchants and CardinalCommerce
• Identify opportunities, deliver effective sales/education presentations based on provided collateral and training
• Support Product Marketing by gathering market/product intelligence from existing and prospective customers
• Provide primary strategic account ownership for assigned existing customers
• Develop strong professional relationships with key individuals, top decision makers, consultants and partners at assigned accounts
• Understand assigned existing accounts’ plans, desires, and needs. Develop an Account Plan for each assigned account which identifies strategies to properly support and up-sell each account
• Coordinate and drive resolution of high-level customer issues with the support of operating groups. Communicate issue status and resolution to assigned customers and leadership
• Identify, grow, and retain existing Key Accounts
• Appropriately balance customer satisfaction with financial implications to Company
• Review all major deliverables to ensure quality standards and Customer expectations are met
• Communicate assigned customers’ goals and represent the customers’ interests within Company
• Provide regular two-way communication between assigned customers and Company personnel, to provide strong team representation and set proper customer expectations
• Understand the functionality of Company products and services to maximize value to the customer and effectively communicate all offerings to customers

Additional Responsibilities:
• Per departmental guidelines, keep Salesforce current
• Based on collateral provided, communicate, all product issues, product enhancements, product roadmap changes, and sales campaigns to assigned customers
• Coordinate successful kickoff and start-up of new accounts along with Customer’s Project Managers, as required
• Keep management informed of critical issues, strategic opportunities, and issue status
• Prepare and present any required reports to requestor and management as required
• Follow all established processes and procedures

Competencies:
• Strong relationship management and consultative selling skills with a demonstrated ability to establish, maintain, and deepen partnerships with customers, and identify and drive profitability within a portfolio
• Demonstrated success in account / pipeline management and strategic account and portfolio planning
• Superior customer focus and drive for results
• Proven ability to take initiative and work independently
• Strong financial acumen
• Drive results and successfully handle multiple priorities against tight deadlines

Physical Demands:
• Frequent sitting, walking
• Ability to travel 25 - 30% via air or land

Qualifications

Knowledge/Skills/Abilities:
Required:
• Minimum of a bachelor's degree from an accredited college or University, within a Business, Finance or Technology discipline
o In lieu of a bachelor’s degree, an associate’s degree with at least 5 years of experience will be considered
• At least 3 years successful sales / relationship management and business development experience
• Prior experience partnering with senior level decision makers up to the c-level
• High degree of proficiency in MS Office (Word, PowerPoint, Excel)
• Ability to work in a virtual environment while travelling; i.e. solid time management, organization, negotiation and influence skills.
• Proven analytical and decision-making abilities.
• Able to proactively identify business opportunities and persuasively influence both internal and external constituents.
• Superior teamwork, interpersonal and communication skills.
• Developed information seeking skills and ability to communicate for results.
• Advanced negotiation, influencing and collaboration skills.
Preferred:
• Payments industry knowledge
• Prior experience with salesforce.com

Additional Information

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


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