Senior Relationship Manager

ABOUT THE ROLE

REPAY is a fast-paced, FinTech company experiencing significant growth and expansion. We are seeking an extremely results-driven Relationship Manager with the ability to understand client issues and perform root cause analysis. Individual will utilize project management skills to solve problems for more complex client relationships focusing on client growth, client satisfaction as well as ability to execute proven strategies related to retention and attrition. We work hard, but we have lots of fun doing it. If a cool, collaborative, and challenging work environment sounds appealing, you'll fit right in.

RESPONSIBILITIES

• Building and maintaining relationships with clients to include being accountable for performance, profitability, satisfaction and retention of clients from implementation handoff through end of relationship

• Predominantly working with the top 10 clients

• Conducting business reviews to ensure clients are satisfied with the products and services

• Developing and executing strategy to deliver day-to-day service solutions and/or proactive service solutions to top tier clients

• Leading a functional area responsible for complex problem solving, identifying and implementing solutions for service trends soliciting and understanding client needs, and managing the holistic operational client relationship

• Evaluating/defining client account management and engagement structure to ensure effective account management.

Account Planning & Account Execution - Successfully develops & executes the account strategy

• Maintains key client data, accurately forecasts opportunities and delivers on multiple priorities through strong organizational skills

• Understand clients' business goals/objectives

• Identifies "At Risk" clients and creates effective remediation and renewal strategies

• Creates and executes territory and account plans in order to consistently achieve quota

• Effectively advocates and negotiates for both the clients' and REPAY's best interests

Leadership - Effectively quarterbacks the internal & external extended team

• Proactively shares best practices and learnings with extended team(s) (when relevant)

• Effectively prioritizes changing environments and demands

• Takes the lead to ensure issue/problem resolution

• Commands the room - influences and guides the conversation

• Develops strong strategic internal and external relationships that influence outcomes

SKILLS & EXPERIENCE NEEDED

• Bachelor's Degree preferred

• 7-10 years of Relationship Management, Client/Account Management and/or Sales experience

• Payments industry experience

• Demonstrated ability to create and execute strategy, resolve complex problems, and the ability to work independently

• Familiarity with CRM systems and practices (e.g. Salesforce)

• Must be highly proficient in Microsoft Excel, Word, and PowerPoint
  

Business Acumen & Market Expertise - Demonstrates executive-ready expertise

• Clearly articulate REPAY Brand value as well as solution capabilities and ROI to meet client/business objectives

• Effectively communicates the operational and/or business implications of change

• Modifies REPAY messaging based on the knowledge and professional level of each client (i.e., administrator to C-suite)

• Understands clients' political landscapes and creates fiduciary relationships with all members of the decision making process (technical to economic buyer)

• Demonstrates financial services expertise establishing "Trusted Advisor" status

Foundational Attributes - Demonstrates behaviors aligned with REPAY's mission, culture & core values

• Demonstrates active listening in order to understand (vs. being understood/heard) and recommends a solution through objective analysis

• Establishes credibility with clients by consistently delivering on promises

• Demonstrates effective and efficient financial and communication skills

• Develops and maximizes relationships with all REPAY business partners

• Conducts courageous conversations when nec