Manager II, Customer Success

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about careers at InComm Payments here: www.incomm.com or connect with us on Twitter, Facebook, LinkedIn, or Our Blog.

The Senior Manager, Customer Success will play a pivotal role in the management of key customers across the Incomm eCommerce business. The role will be responsible for the end-to-end management, growth, and innovation for both existing and new partners across the B2B and B2C party eCommerce business for both physical and digital content, with a clear focus on driving sales growth and customer engagement. This position’s key focus will be to maintain, retain, and grow an owned book of business and/or assist Management with any assigned job responsibilities including operational tasks, and overall business priorities in a fast paced and evolving environment. This position will have a team of 2 Account Managers to manage and report to the Director of Sales.

• Build and strengthen the relationships with current client accounts and serve as the client’s primary point of contact at InComm for all things pertaining to the eCommerce sites.
• Operational tasks include but are not limited to, product approvals/launches, billing, customer service, inputting product set up requests, new account creation, issue tracking and reporting, contract tracking, and sales reporting and analytics functions.
• Responsible for all day-to-day support and strategic execution of goals for your book of accounts.
• Ability to take on special projects while managing day to day workload.
• Introduce and sell in new products and strategic initiatives.
• Lead strategic plan and initiatives as they relate to overall business priorities.
• Work hand in hand with Incomm teams on technical implementation process for each new client.
• Partner with internal operations staff and sales team to launch new clients.
• Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback.
• Conduct scheduled calls with clients both independently and with leadership support (frequency depends on client: weekly, monthly or quarterly)
• Provide regularly scheduled updates to Management and broader sales team.
• Generate and communicate reports, both internal and external as directed by Management.
• Manage & negotiate margin schedule for each client.
• Work with internal operations and gift card team on all approvals through existing InComm structures.
• Manage Account Managers on team and work to delegate job responsibilities based on skill sets and customer’s needs.
• 20% Travel, client visits and tradeshow attendance as directed by Management.
• Other Tasks and Responsibilities as assigned, including, but not limited to:
  • Contract evaluation and tracking across accounts
  • Renewal timing, exclusivity and termination provisions, etc.
  • Ad hoc analysis and forecasting based on actual sales information of exisiting, similar accounts and brands.
  • Brand analysis to identify opportunities for brand expansion and underperforming brands

• BA/BS or 5 years account management experience
• eCommerce, account management, digital marketing, and web analytics experience preferred
• Experience managing medium to large national accounts in a technology or software company preferred
• Knowledge of gift card products and fulfillment a plus
• Knowledge of financial technology services a plus
• Excellent relationship management skills
• Strong interpersonal skills, flexibility, and customer service orientation
• Very strong communication and negotiation skills – both written and verbal
• Highly responsive to internal and external requests
• Comfortable learning new technology/product lines in a highly innovative environment
• Able to Manage and assist with team projects, everything from event coordination to process improvements.
• Ability to grow account revenue thru evaluation and activities such as product expansion, promotional opportunities or program implementations.
• Must be driven to identify and exceed channel needs and expectations.
• Ability to analyze sales reports and identify trends.
• Excellent presentation skills
• Detail oriented with strong organizational skills.
• Ability to organize and prioritize workload and meet deadlines.
• Ability to listen attentively, respond effectively and resolve account issues in a timely manner.
• Ability to act as the lead point of contact for any and all matters specific to your accounts, including operational tasks.
• Proven ability to work independently as well as in a team environment.
• Proficiency in Microsoft Office software with emphasis on Excel and PowerPoint
• Proven ability to perform in dynamic, fast-paced team environment
• Track record in identifying and exceeding customer expectations
• Strategic planning
• Risk analysis
• Creative thinking and problem-solving skills to determine the best path forward in an environment where multiple solutions are possible.
• Ability to travel by car and by plane

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier III

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