Strategic Account Manager, Commercial

Location:

Position Location Policy

• General Location: Open to candidates within the United States.
• Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest KeyBank non-branch location.
• Remote Option: If the selected candidate lives outside of KeyBank’s geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

Job Profile Summary

At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Services. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by 1) cross-selling existing clients, 2) growing the programs of existing clients, and 3) proactively managing client attrition.

Job Summary
At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Credit Card processing. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by 1) cross-selling existing clients, 2) growing the programs of existing clients, and 3) proactively managing client attrition.

Responsibilities

• Proactively work with clients to review their business, suggest new and innovative ways to engage so that the client is successful.
• Act as the main point of contact in all matters relating to merchant services for clients, becoming the trusted advisor.
• Manage accounts to ensure clients are receiving the right product and services mix which address their needs and creating upsell, cross-sell and renewal opportunities.
• Conduct Annual Business reviews which include interchange and pricing analysis, payments optimization, and base understanding of PCI requirements and fraud prevention strategies.
• Proactively identify opportunities to cross-sell additional KeyBank service.
• Collaborate with team members to assess and deliver on initiatives.
• Identify trends, changes, or shifts in client and competitor behaviors, and regulatory and competitive forces that impact solutions
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education Qualifications

• Bachelor's Degree or higher required, or equivalent experience (required)

Experience Qualifications

• 5+ years’ experience as a relationship manager or account manager for merchant services accounts (required)
• Customer-focused with a commitment to delivering high quality service (required)
• Capable of managing multiple concurrent objectives, projects, groups, or activities (required)
• Able to problem solve and overcome challenges and objections from clients and vendors (required)
• Ability to multitask and juggle several responsibilities simultaneously (required)
• Able to work in a matrixed organization with colleagues across various reporting structures (required)
• Comfortable building relationships within all levels of prospects and/or a client’s organization from technical team leads to the executive level (required)
• Good attention to detail and organizational skills (required)
• Strong interchange knowledge (merchant) (required)
• Card Brand assessment fee knowledge (required)
• Card Brand compliance knowledge (required)
• PCI understanding (required)
• Proven track record of meeting or exceeding expectations and receiving positive customer feedback. (preferred)
• Proficiency with common customer success and customer relationship management tactics as well as common software applications (e.g. SalesForce) (preferred)
• Experience working with Fiserv and/or Elavon and services to individuals and companies throughout the United States and, for certain businesses, internationally. (preferred)

Practical Skills

• Strong Oral & Written Communication
• Risk Management

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel

• Required 15-25%

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.  As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.