Sr. Director, Client Relations Executive

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

Our Commercial team creates value for businesses of every size and industry - from globally recognized brands to new start-ups. They seek out new opportunities to unleash the potential of our new and existing customers.

What you'll own

* Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.
* Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
* Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
* Works to maintain and grow the client relationship while ensuring ongoing customer service.
* Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Worldpay products or services.
* Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
* Keeps abreast of new products/services and changes to existing products/services.
* Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
* Owner of quarterly and monthly business reviews to learn about clients' strategic direction as well as present state of the Worldpay business
* Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
* Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
* Manages and communicates expectations internally and externally.
* Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty.
* Ensures representatives are properly trained when new products are released or products are upgraded
* Selects, develops and evaluates personnel to ensure the efficient operation of the function.
* May work at an Worldpay or a client location.
* Travel required at 30%
* Other related duties assigned as needed.

* Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience

Where you'll own it

While we're a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person.

What you bring

* Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
* Proven knowledge to represent the enterprise's entire range of products to the client and of the industry
* Proven track record in client relationship management and/or the sales of technology products and services
* Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
* Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business
* Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction
* Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
* Demonstrates the ability to lead by example and motivate professional level staff
* Displays strong leadership qualities, decision making abilities and strong business judgment
* Possesses strong personnel management skills
* Broad knowledge of Payments products and related services; in-depth knowledge of products and services for which team(s) provide support
* Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
* Demonstrated customer-focused leadership ability
* Ability to work both independently and in a team environment

Worldpay perks - what we'll bring for you

We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Parental leave policy.
• Global recognition platform.
• Virgin Pulse access.
• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Accountable - You never stand still, never settle. You work at pace to achieve your goals.
• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can't wait to hear from you.

To find out more about working with us, find us on LinkedIn.

#LI-SM1

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.