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Account Manager-Expansion

Company: Visa
Location: Lehi
Posted on: January 7, 2022

Job Description:

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The Account Manager-Expansion will primarily focus on managing relationships and growing our existing SMB accounts portfolio on the CyberSource platform. The position will work closely with the Director of Customer Success and colleagues within the SMB CSM and AE teams to improve the customer experience and expand usage of our value-added services. The primary goals of this function will be to is to upsell new products into this portfolio of customers.

Essential Functions:

  • Handle a high volume of inbound emails and phone calls.
  • Organize, prioritize, and manage account questions regarding account pricing, upsell opportunities, contract negotiations, service overviews, high level technical inquiries
  • Own revenue target for both retention and upsell/growth for portfolio of SMB merchants
  • Coordinate with Account Executive and Inside Sales for a proper hand-off of newly signed accounts and work with Customer Support to troubleshoot and ensure timely resolution of technical issues.
  • Utilize forward thinking to implement creative ways to improve operational process efficiencies.
  • Collaborate with Marketing to create scalable programs to educate, retain, and grow the Small Business (SMB) customer portfolio
  • Take initiative to develop skills by staying current on industry trends, product knowledge, competitive landscape, and new company developments
  • Deliver on key business metrics including upsell opportunities and revenue growth, profitability, and any at risk business.
  • Negotiate pricing and contracts for upsells and contract renewals.
  • Serve as an escalation point, both internally within the team, and with customers. Facilitate the resolution of issues, connecting customers with the right resources for assistance.
    Preferred Location: Lehi, UT.

    We will also consider applicants inBellevue, WA, Austin, TX, Foster City, CA and Highlands Ranch, CO.


    Basic Qualifications:

    2 years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
    • 2+ years of work experience with a bachelor's degree
    • Demonstrated passion for Customer Success and Sales
    • Experience in a customer facing/sales type function
    • Ability to collaborate and work cross functionally with Sales, Customer Support, Marketing
    • Demonstrated ability to deal effectively with customers through strong telephone, and written etiquette skills
    • Strong financial acumen
    • A positive attitude and team player mentality
    • Strong organization, time management skills
    • Creative thinker
    • Experience using Microsoft Tools (Outlook, Word, Excel)
    • Experience based "Issue Resolution" skills that facilitate dialogue across multiple contacts
    • Ability to deal with customers in a manner that shows sensitivity and tact
      Preferred Qualifications:

      3+ years of work experience with a Bachelor's Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
      • Previous experience in direct selling/upselling into a portfolio of assigned accounts
      • Demonstrated knowledge of the bankcard industry including issuing, acquiring, transaction processing, eCommerce, Card Present, Card Not Present and ACH processing preferred but not required
      • Experience working with systems such as Tableau and Salesforce
      • Knowledge of referral and reseller partner models
      • Previous experience managing relationships and selling into Fortune 1000 companies
      • Experience creating or collaborating on marketing campaigns to drive product awareness and increase engagement

        Additional Information

        Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
        Work Hours: Varies upon the needs of the department

        Travel Requirements: This position requires travel5-10% of the time.

        Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

        Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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

Keywords: Visa, Lehi , Account Manager-Expansion, Executive , Lehi, Utah

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