Customer Account Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

The Customer Account Manager is responsible for proactive support and service to an assigned portfolio of small to medium-sized clients via telephone or email. The role includes account maintenance, growth, increased profitability, overall client satisfaction, and projects to identify opportunities to enhance the profitability of the client relationship.

Responsibilities :

• Retention of assigned portfolio of accounts
• Upsell – selling ancillary products and services to customers
• Meet Key performance indicators including call productivity, case management, retention, product penetration and customer status engagement related targets
• Achieve In year new business revenue, total portfolio revenue and customer retention revenue
• Adhere to Service level agreements for customer management procedures including other departments

Qualifications required :

• At least 2 years’ experience in a customer account management role in a sales driven environment.

• Evidence of consistently hitting and overachieving revenue targets.

• Ability to prioritize and manage a large portfolio with a strong focus on retention and growing your book of business.

• Excellent time management and organisational skills.

• Proven ability to develop and maintain relationships at all levels of a company.

• Broad commercial and financial acumen and awareness of issues involved in negotiating and has ability to negotiate logically and constructively.

• An influential and highly effective communicator (verbal/non-verbal/written) with strong interpersonal skills.

• A team player able to work and support colleagues across a multinational organisation.

• A willingness to accept change and the ability to maintain effectiveness in a changing environment.

• Strong relationship building and influencing skills.

• Leaving Certificate or equivalent as standard.

Competencies :

• Collaboration: Interacting with multiple departments in a positive manner through voice, video and other digital and in person meetings
• Customer Centricity: Keeping the customer at the core of our efforts to maintain a business relationship and service with occasional ad hoc related projects, events, initiatives and campaigns
• Drive for Results: Focusing on both retention and revenue growth
• Inclusion: Working with colleagues inclusively in line with US Bank culture
• Risk: Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy. 
• Ethics and Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly, is consistent in own words and actions; inspires trust and respect, by dealing openly with people; keeps confidences and admits mistakes