Relationship Account Manager (6 month contract)

  • Paris, France
  • Contract

Company Description

CyberSource, a Visa company, is a global leader in e-Commerce Payment Management. As part of CyberSource's continued growth and expansion we are looking for talented, articulate and bright individuals who want to make a difference.

CyberSource has been and continues to be a pioneer within the e-Commerce Payment Management world. CyberSource offers a full-service payment management platform for e-commerce merchants, combining global payment processing, fraud management and payment security systems.

Job Description

Purpose

The Relationship Account Manager will be responsible for merchant retention, revenue growth and relationship expansion. This role requires the post holder to consistently demonstrate a proactive and forward looking selling approach towards their portfolio to deliver on customer retention and revenue targets.

The post holder is expected to be a role model for best in class account management practices and an exemplary frontline representative of the CyberSource business

Principle Responsibilities

  • Build deep relationships with customers to develop partnerships in which the value added by CyberSource is demonstrable to the customer.   Demonstrate a solid knowledge of the customers’ business model, expansion plans and long term strategy to identify partnership opportunities.
  • Using sales methodology, identify and develop relationships with key decision makers to be seen as a trusted partner to the customer.
  • Proactively selling new services and product offerings to CyberSource’s top 50 customers; up and cross selling of added value professional and delivery services.
  • Design, execute and manage long term account plans aligned with the customer’s e-commerce strategy and deploy sales tools within a defined portfolio of accounts.
  • Develop and demonstrate strong knowledge of CyberSource’s products and services which can be demonstrated to the customer in a clear and concise manner.  Represent customer product requests to appropriate stakeholder groups accompanied with commercial and financial justifications.
  • Proactively manage internal stakeholders to ensure customer interactions deliver value and execute against the objectives of the account plan and long term customer retention strategies.
  • Responsible for ensuring a cohesive approach is visible to the customer, particularly in the case of important customer interactions such as QBR’s. Request regular feedback from customers.
  • Manage customer engagement plans across the Cybersource value chain and Senior Leadership ensuring the right stakeholders are involved where required.
  • Retain, maintain and grow existing customer relationships aligned with revenue targets.  Use sales methodology to identify the   respective   buying   influences   within   the   customer   and develop engagement plans to expand the relationship.  Continuously work with the customer to define long-term eCommerce strategies and objectives.
  • Proactively collaborate with various departments and 3rd parties to develop solutions and resolve issues, ensuring all stakeholders maintain a customer first approach
  • Develop and demonstrate strong knowledge of CyberSource’s products and services which can be demonstrated to the customer in a clear and concise manner.  Represent customer product requests to appropriate stakeholder groups accompanied with commercial and financial justifications.
  • Plan  and  manage  client  business  reviews  in  line  with  defined  timeframes  and recurrence with clear outcomes and next actions. Manage customer interactions to ensure the customer experience is seamless and the interaction delivers value
  • Ensure accuracy of the CRM system to ensure account information is readily available to stakeholders and ensure data is accurate to maximise forecasting accuracy
  • Build and maintain relationships with global counterparts to drive a collaboration culture and work with global colleagues on Global merchant relations where required
  • A role model positive and collaborative behaviours within the Account Management team, encouraging and supporting a team culture which is accountable and puts the customer first

 Key Results Areas

  • Meeting or exceeded revenue and upsell targets
  • Customer feedback and customer retention metrics
  • Meeting or exceeded performance goals
  • Maintenance of information and data in Salesforce

Organizational Scope

This is an individual contributor role reporting to the Sr Sales Leader (UK based).

 

Qualifications

Required Experience:

Significant experience of implementing best practice account management practices within strategically important customers within the payments industry.

 Demonstrated experience of applying sales methodology and data analysis to identify where CyberSource can add value  

Demonstrated experience of working with multiple internal teams and proven track record of being able to deliver added value to the customer through a cohesive approach

 Proven capabilities in designing, implementing and steering growth plans across a portfolio of customers

 Strong track record of using a CRM system, preferably Salesforce, to ensure high quality account plans are visible to a broad range of stakeholders

 Proven track record/evidence of ability to build sustained value-add relationships and sell at board/C-suite level

 Experience of working across complex matrix organisations

Preferred Experience:

Strong Social Media presence and skills

Key Competencies

 

  • Committed to service excellence and added value through exceeding client expectations and anticipating client needs. Works in close partnership with clients to achieve their aims and develop a mutually beneficial working relationship
  • Contributes effectively to achievement of organisational vision through teamwork. Adapts communication style to situations and audiences. 
  • Maintains and promotes open communication channels and sharing information to achieve a common objective. Challenges organisational culture and processes that are barriers to working collaboratively.
  • Demonstrates emotional intelligence; understands team dynamics; builds constructive and effective relationships. Effectively resolves conflict between individuals and / or teams.
  • Makes a positive impact by executing on commitments to consistently deliver exemplary results.  Build support, commitment and respect from others by demonstrating professionalism, integrity and expertise. Considered a valuable source of expertise and knowledge.
  • Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Consistently strives to achieve and improve upon quality standards expected by colleagues and clients. Works across boundaries and in partnership with others to achieve goals.
  • Takes full ownership of a task, not deterred by internal issues. Retains composure under pressure; uses an appropriate balance of logic and emotion to resolve issues
  • Develops self and others to ensure all are equipped with appropriate skills. Creates an environment of continuous improvement and an environment in which others can excel
  • Champions innovative projects and demonstrates commitment to business excellence by consistently executing against deliverables
  • Demonstrates consistent levels of resilience and a willingness to adapt to changing organisational needs while role modelling company values

·         Actively transfers learning and insights to others, regardless of whether the role has people management responsibilities

·         Explains complex issues in simple terms; aims to create understanding regardless of seniority or audience

·         Consistently demonstrates the ability to think laterally and consider organisational strategy

·         Able to pioneer new ideas, adapt processes and create new solutions with broader stakeholder support

·         Devises and applies indicators to measure success of strategy

·         Uses broad knowledge of external, economic and social trends to prepare goals that align to company strategy

·         Identifies growth areas/new opportunities for business by anticipating future needs/trends in industry

·         Seeks out internal/external perceptions and data; uses these to shape strategic plans

·         Possesses a clear understanding of the broader competitive environment

 

Additional Information

Ability to travel to customer meetings domestically and Internationally when required (over 50% of time)

Security

As with all positions within the Company, the jobholder is responsible for the security of the Visa International environment and the physical security of all Visa property, documentation and member information. 

Health and Safety

Give full support to the Company’s health and safety policy and ensure that the policy is effectively implemented and all relevant health and safety legislation is complied with within their area of responsibility and within budgeted resources. 

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