Customer Service Account Manager

WELCOME TO INGENICO  

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance.

With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

ABOUT THE ROLE & 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. You will gain valuable experience working in our agile and innovative organization as part of the U.S. customer account management team.

WHAT YOU’LL DO

• 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.

ABOUT YOUR SKILLS

• 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
• 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.

AAP/EEO Statement:

Ingenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.