About First Data First Data (NYSE: FDC) is a global leader in commerce-enabling technology, serving approximately six million business locations and 4,000 financial institutions in more than 100 countries around the world. The company’s 22,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 3,000 transactions per second and $2.4 trillion per year. To learn more about First Data, visit FirstData.com.
The Strategic Account Manager (SAM) is responsible for ensuring exceptional customer service for the firm’s largest, most complex Corporate clients, across all First Data assets and lines of business. As First Data’s primary day-to-day contact with these clients, the SAM plays a critical role in providing seamless, high-quality service and support, while thinking and acting strategically to help the Sales/Account Executives grow existing client relationships, revenue growth.
Build and maintain excellent relationships with key personnel in assigned client accounts
Serve as primary day-to-day business point of contact for clients - maintain regular and ongoing contact with client payments team & other parties within clients’ payments ecosystems
Provide indirect (dotted-line) leadership to all First Data resources who support the clients (AMs, IT, Implementations, product teams, etc); bring all service together seamlessly for clients
Partner with Sales/Account Executives to identify revenue-generating product or service opportunities, renewals, or new business opportunities
Partner with Sales/Account Executives, as well as other account support representatives across First Data, to delivery quarterly business reviews
Proactively assess and address client needs on an ongoing basis through regular communication with client
Serve as Payments Industry expert and consultant for clients; consult with clients on best practices, provides recommendations for operational efficiencies, inform clients of regulatory and Card Brand mandates, and help them achieve compliance, recommend new products/services to help clients retain clients and grow their business
Represents the voice of the client within the First Data organization to improve the client experience and inform future product strategy and strategic initiatives
Position First Data as industry leader by providing clients with industry and product thought-leadership
Serves as advocate for First Data with clients; serves as advocate for clients within First Data
Work with Solution Consultants, Technical Account Managers, Product, Implementations, and other internal stakeholders to meet partner needs
Arrange and participate in internal and external client meetings
Perform regular touch points with clients; document client pain points, strategies and existing processes; maintain thorough and detailed account plan, meeting follow up and overall partner contractual status
Subject matter expert on client to all First Data business units
Develop understanding of clients’ business including industry verticals, product offerings, go to market strategies etc.
Engage with all First Data resources to make client introductions, identify opportunities etc.
Serve as relationship leader/liaison between FD teams
Attend industry functions, association events/conferences, provide feedback and information on market trends
Report on key initiatives to stakeholders
Bachelor’s degree in a related field or equivalent work experience preferred
Minimum of 5 + years progressive experience in major account relationship management preferred
Works independently under minimal supervision. Relies on experience and judgment to plan and accomplish assigned tasks and goals
Excellent communication skills and ability to work with both technical and business stakeholders
Strong critical-thinking and problem-solving skills
Comfortable in a fast-paced environment that requires excellent time management skills and the ability to multi-task and prioritize effectively
Knowledge of the payments industry strongly preferred
Frequent contact with external clients and internal clients at all levels
First Data is an Affirmative Action – Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT) First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.