Summary/Objective

The Paymentus Account Management Team is responsible for the retention, relationship expansion, revenue growth, reference-ability and overall satisfaction of existing Paymentus clients, through proactive communication, situational analysis, client education and information sharing, strategic planning, results driven up-sell/cross sell activities, issue escalation management, and effective marketing and product promotional campaign development.

In collaboration with the Paymentus Client Operations Leadership Team, the Account Director works closely with an assigned portfolio of high revenue clients, to develop formal account plans and client strategies to maximize client satisfaction and drive increased net revenue flow for each respective client, as well as, Paymentus. Number of clients and revenue size of portfolio may vary based upon region/territory, and business need ranging between 15 and 20 clients in total. Most clients will generate $500k or greater in annual revenue to Paymentus and will be national or global brands across multiple business verticals or industries.

The Account Director will engage clients via telephone, through face-to-face client meetings, virtual meetings, conference/expo interactions, and through written communication, to ensure on-going proactive communication on a monthly basis or more frequently as requested, which is documented in the corporate CRM solution.

The Account Director will function largely as the "Acting President and CEO" of their respective portfolio responsible for making key financial and operational decisions, within input of the Client Operations Leadership Team.
Essential Functions/ Responsibilities

• Proven ability to effectively negotiate contract renewals with a firm understanding of pricing guidelines, product applicability, and acceptable terms and conditions; must be able to influence stakeholders to ensure that all agreements preserve profitability and mitigate risk to Paymentus
• Experience preparing comprehensive Request for Proposals, Request for Bids, Vendor Requirement Requests
• Demonstrate level of self-sufficiency to manage portfolio, drive the client relationship, and lead customer meetings without Paymentus leadership presence
• Sales-centric approach to relationship management, formulating plans to cross-sell / up-sell and achieving desired results
• Skilled in financial modeling with the ability to prepare and present pricing proposal recommendations to leadership
• Revenue cycle management and revenue collection
• Comprehend, document and articulate client requirements and business rules for change requests and/or secondary product implementations
• Experience in diverse business types, industries/verticals, and economic market, with strong financial acumen; industries may include, but are not limited to: Government, Banking & Financial Services, Insurance, Mortgage Servicing, Utilities, Healthcare, Lending
• Act as voice of customer, partnering with internal team members to drive any customer issues/escalations to resolution
• Serve as the client's advocate during monthly release testing, upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Provide assistance to client with any non-project related testing assistance
• Partners with client and Paymentus Project Management Organization through project duration to ensure successful execution and communication back to client
• Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
• Partner with Development, Account Management and Implementations on prioritizing projects

Supervisory Responsibility

This position may have supervisory responsibilities. The role will serve as a coach for support team interactions with billers.
Education and Experience

• Minimum of 5-7 years of direct experience in online bill payment, mobile/digital bill payments, electronic bill presentment and money movement required
• Demonstrate advanced knowledge of online and electronic bill payment industry, fundamental understanding of merchant services and credit card association rules, regulations and compliance standards
• Must have 5-7 years of experience directly managing a portfolio of institutional and/or commercial clients ("Billers/Merchants"), across multiple industries and business verticals, with a proven track record of consistently meeting or exceeding up-sell/cross-sell production goals and revenue retention targets
• Advanced oral and written communications skills including the ability to make presentations and deliver messaging on complex and sensitive information for audiences at all levels
• Experience selling SAAS and/or cloud-based solutions strongly preferred
• Familiarity with Salesforce™ or similar CRM strongly preferred
• Familiarity with PCI DSS Compliance, credit/debit card association regulations, and NACHA rules strongly preferred
• Professional designations such as CPP, AAP, PMP are strongly preferred, but not required

Work Environment

This job operates in a professional office environment or remote home office. This role routinely uses standard office equipment such as laptop computers and smartphones.
Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear and may spend extended periods on a computer or phone.
Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. and may vary based on the time zone of the clients supported. Occasional evening and weekend work may be required as job duties demand.
Travel

Travel requirement is up to 35%, however, may be greater or less than during certain periods of the year
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.