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Heartland · 15 hours ago

Client Advocate

Lindon, Utah, USA

Full-time

Onsite

Entry Level

1+ years exp

Global Payments is a leading company in payment technology solutions, seeking a Client Advocate to enhance client success through relationship management. The role involves proactive engagement with clients, addressing their needs, and ensuring positive business outcomes while supporting the integrated solutions offered by the company.

Credit CardsPaymentsTransaction Processing

Responsibilities

Use of various CRMs -Salesforce, Netsuite, etc., internal tools and programs to help aid our clients and their accounts

Resolution may involve investigation into client’s support history or needs analysis based on client’s business needs

Report on client interactions to drive key learnings for management and the company

Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business

Maintain relationships with prior clients to help service their accounts when necessary

Address escalations that impact the client continuing to work with the company

Responding to NPS feedback to effectively resolve client concerns

Reaching out to new accounts to train and educate on the complexities integrated processing

Have value driven and relationship building conversations with clients while addressing pricing needs

Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts

Negotiate with clients to establish a pricing plan both our company and their business can successfully continue with

Educate and answer client questions in regards to pricing structures, rates, fees, interchange, and statements

Negotiate contract extensions when pricing adjustments are need through the use of Addendums

Effective handling of at-risk client escalations shared through our mutual business Partner relationships

Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

Responds to inbound IM, phone and email inquiries from internal departments, clients and partners regarding the use of Global Payments Integrated products and services

Acts as central point of contact to high-profile clients, as needed

Maintain ongoing client relationships and account management as needed

Qualification

Customer ServiceAccount ManagementSalesforceNetsuiteExcelOrganizationAnalytical AbilitiesLearn TechnologiesGSuiteMicrosoftLeadershipDetail-orientedCommunication SkillsSelf Starter