Partner Support Manager

Summary

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization.? Perform a variety of activities to manage our partner relationships and experiences to deliver profitability and excellent customer service. Responsibilities include; auditing partner portfolio, consulting on financial information, products, pricing, and processing techniques.

Essential Functions

• Collaborate with internal departments using written and verbal communication to meet partner needs.
• Acts as an industry consultant for partners, providing alternative solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• Applies independent judgment in determining alternate courses of action to best assist partners.
• Collaborates with partners to ensure a high level of support for current or prospective merchants.
• Manages communications with partners to ensure a unified management strategy for portfolio.
• Routes active merchant issues/request to Merchant support to for resolution and follow-up.
• Utilizes set scheduled calls to increase retention efforts within portfolio.
• Fulfill report request from partners to provide greater visibility into the performance of their portfolio.

Additional Responsibilities

• Consistently meets goals for growth, retention, and customer service.
• Develops, trains, and implements educational programs designed to improve partners knowledge around BASYS products services and tools.
• Collaborate in partner goal setting, annual planning and strategic initiatives to assist with the growth of a partner portfolio (EOM conversations, Portfolio Review, Scorecard & CRM Dashboard inspection)
• Analyze competitor proposals, performing rate reviews and assisting in new pricing recommendations.
• Close-loop on Customer Experience and NPS survey feedback on behalf of the partner portfolio.
• Be available for limited travel to partner locations for meetings and onsite project work. ?
• Completes other assigned duties as requested.

Requirements

• World Class problem-solving skills to help resolve customer complaints or needs
• Excellent verbal and written communication skills to communicate product ideas to clients
• Up-to-date understanding of the industry's consumer behavior
• Strong customer service and interpersonal skills for dealing with different types of customers and clients
• Exceptional analytical skills for analyzing client data
• Time management and multitasking skills in order to handle multiple tasks and clients at once
• Strong organizational skills and attention to detail
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.

Education & Experience

• Bachelor's degree in business administration, accounting, marketing or other related fields is required
• A minimum of 3 years’ experience in a financial institution or customer service position required
• Strong Communication Skills Required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.