Customer Service Account Manager (hybrid)

WHO WE ARE:

Ingenico is the global leader in payment acceptance and services. Active in 37 countries with over 3,500 employees, we have been at the forefront of the commerce landscape for over four decades. With more than 40 million payment devices deployed worldwide, powered by over 2,500 apps, the company is servicing the needs of millions of consumers every day.

Innovation is integral to Ingenico’s approach and culture. Join our inspiring and diverse community of experts to help move commerce forward.

JOB PURPOSE/MISSION:

Gain valuable experience working in our agile and innovative organization as part of the U.S. customer account management team. As a Customer Service Account Manager, you will be responsible for managing assigned customer accounts, overseeing customer satisfaction, SLAs, warranty contract review and analysis, customer inventory management, and problem identification and resolution.

KEY RESPONSIBILITIES:

• Monitor and manage SLA requirements per customer and overall department goals.
• Track and manage customer shipments, receipts, and inventory levels.
• Manage all aspects of customer warranty analysis, renewal, and invoicing.
• Lead or attend regular customer and internal meetings. Document meeting minutes as required.
• Manage new customer setup, collaborating with internal and external stakeholders
• Establish new customer reporting requirements.
• Create and monitor customer KPIs (Key Performance Indicators).
• Maintain customer profiles and customer change orders.
• Train other team members as backup for assigned customer accounts.
• Conduct customer presentations and create reports (daily, weekly, and monthly basis).
• Ensure clients’ needs are met in a timely and cost-effective manner.
• Track the progress and quality of work being performed by the internal and external stakeholders.
• Coordinate planning and/or implementation of projects on new or existing customer accounts.
• Develop client/program strategy to achieve goals.
• Create and maintains a strong, trust-based relationship with the client.
• Drive the goal setting process, strategy formulation and action planning across programs, operations,

and key support functions to achieve the client's objectives.

• Present reports defining plans, problems, and resolutions to appropriate levels of management.
• Execute and facilitate the definition of service levels and customer requirements daily.
• Collaborate with internal business partners to achieve client program goals.
• Ability to analyze needs of the client and the business to promote solid account management

and partnership

COMPETENCIES/SKILLS REQUIRED:

• Bachelor’s degree or equivalent work experience
• Proven ability to work effectively both independently and in a team-based environment.
• Excellent communication skills with an ability to remain calm under pressure.
• 3+ years of customer service experience

COMPETENCIES/SKILLS PREFERRED:

• Experience in point-of-sale processing or payment processing industry a plus.
• 3+ years managing multiple customers in corporate setting
• Report writing ability using tools such as SQL, SAP, Crystal Reports, QlikView, Excel, Access, etc.

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn