Account Manager

Account Manager

Requirements

• You have significant Salesforce experience – specifically with SF case management
• Excellent written/verbal communication skills in English, and Spanish is a plus
• You have previous experience in customer service, account management, or relationship/partner management (within a call center environment) or client services (SMB)
• You’re organized and keep a cool head even in any potential stressful situations
• You’re able to appropriately manage multiple tasks with varying levels of complexity and priority
• You’re comfortable using a smartphone, tablet and computer

Responsibilities

• You serve as an advisor and SumUp brand ambassador to our merchants
• Have a proven track record to mentor, empower and educate merchants on our suite of products and the value they bring to the merchant’s business
• You thoroughly understand our expansive technology behind the products that empower millions of merchants every day, as well as understand competing products offered in the marketplace
• Consistently meet and exceed success metrics, including revenue and retention
• Able to connect with our customers through phone, email, and chat to ensure their satisfaction and utilization of their current SumUp products
• Research and resolve any simple inquiries and issues that are brought to your attention when speaking to merchants
• Identify opportunities for merchants to consume additional products and services
• Successfully upsell merchants with additional products that will help fuel growth to their business and properly manage the entire sales cycle within our Salesforce system
• You contribute to the scalability by continuously optimizing processes and help to create new content for our support and Account Management experience
• Expand your knowledge about the payments industry, as you closely work together with other departments within the company, such as Marketing, Save Desk, CX, Product, Sales, Logistics, and Risk & Compliance
• Help report on any themed merchant issues or opportunities with our products
• Continuously identify and recommend areas to improve efficiency to leadership and assist global teams with their potential launches of upsell activities

Preferred Qualifications

• You’re curious, patient and persistent to solve issues
• You love to help, support, and solve problems for merchants and have a positive work attitude
• Focused, reliable self-starter with ability to prioritize effectively
• You’re organized and keep a cool head even in any potential stressful situations
• Strong desire to achieve top results with a personable, positive “can-do” demeanor with a consistent record of success in a sales environment
• A love for small business and merchant success