Account Manager II (Remote)

About Blackhawk Network

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

This position may be performed remotely anywhere within the United States except for the State of Colorado, Alaska, North Dakota, or South Dakota. Employees located within 50 miles of a BHN office will be considered a "Hybrid" employee and are required to come into the office 2 days per week based on office schedule. 

Overview

The Consultative Account Manager II is responsible for building and maintaining strong, long-lasting relationships with clients, ensuring customer satisfaction, and driving growth within assigned accounts. This role involves acting as the primary point of contact for clients, understanding their needs, and delivering tailored solutions to meet their goals. The Account Manager will collaborate with internal teams to co-manage client program onboardings, to ensure the timely delivery of products or services, identify opportunities for upselling or cross-selling, and provide strategic guidance to help clients achieve their objectives. This role generally supports mid-tier to high-tier clients.

In this role, you will be expected to uphold account management best-practice standards, foster strong cross-functional relationships, follow quality assurance protocols, drive coordination and content for Business Reviews. It is expected that you will continuously monitor dashboards and reporting to deliver meaningful analysis to your clients that will foster strategic discussions. This role is responsible for both client health and retention. This position reports to a Manager of Client Services and has approximately 5% travel time required.

Responsibilities

• Develop and manage strong relationships with mid/high-tier clients to ensure account retention by strengthening client relationships through proactive identification of their evolving needs and providing customized solutions that align with their business objectives with increasing independence.
• Ensure a high standard of Client Health through weekly updates and maintaining and growing satisfaction scores through voice of customer surveys. 
• As the main point of contact, maintain daily client contact through accurate and timely responses, lead client calls, and manage Client Business Review presentations to ensure prompt and professional communication, facilitating regular client meetings and actively addressing inquiries to foster trust and reliability.
• Collaborate with Sales on Account plan recommendations and execution using client data and insights by synthesizing client data to formulate strategic account plans that enhance sales opportunities and drive client engagement and satisfaction.
• Act as a client advocate, escalating issues and working with internal teams to resolve them expeditiously with minimal client impact by proactively managing client concerns and coordinating with internal teams to ensure swift and effective resolutions while minimizing disruption with minimal direction.
• Monitor client program performance using reporting tools to maintain service levels by conducting thorough assessments of client programs, identifying areas for enhancement, and working collaboratively with clients to implement improvements.
• Monitor and respond to validation rates, submission status, redemption rates, and invoicing accuracy for Redeem clients, if applicable by analyzing metrics regularly to assess client program effectiveness and providing data-driven recommendations for continuous improvement.
• Create strategic recommendations for clients regularly using data analytics and reporting tools by producing comprehensive reports that include strategic recommendations to enhance client performance based on in-depth data insights and industry benchmarks.
• Manage project implementation for clients, coordinating onboarding activities with cross functional departments with minimal direction.
• Lead client meetings, create agendas, and provide meeting notes to effectively drive strategic discussions, ensuring clarity of objectives, documenting insights, and establishing clear follow-up actions to facilitate accountability.
• Ensure adherence to department Standards of Excellence protocols by upholding and promoting high standards within the department, actively contributing to initiatives that drive service excellence and compliance.
• All other duties as assigned.   

Qualifications

• BA or BS degree preferred.
• 2+ years’ experience in building and managing client relationships.
• Proficient verbal and written communication skills
• Proficient project management skills.
• Proficient experience with data analysis and reporting skills.
• Proficient strategic thinking and problem-solving abilities.
• Advanced organizational skills.
• Ability to prioritize tasks with minimal direction.
• Proficient presentation skills and experience.
• Proficient level experience with MS Outlook, Excel, Word, and PowerPoint.
• Familiarity with the prepaid/gift card industry preferred.

Benefits

Salary Range: $65,000.00 to $70,000.00

Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Blackhawk Network offers benefits including 401k with employer match, medical, dental, vision, 12 paid holidays in the year 2025, sick pay accrual according to state law, parental leave, life insurance, disability insurance, accident and illness insurance, health and dependent care flexible spending accounts, wellness benefits, and flexible time off for all full-time employees. 

EEO Statement

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Blackhawk Network encourages applicants with previous criminal records to apply to all positions and, pursuant to the San Francisco and Los Angeles Fair Chance Acts (and other “Fair Chance” laws), Blackhawk Network will consider for employment qualified applicants with arrest and conviction records.  For Philadelphia applicants or jobs, please see a copy of Philadelphia’s ordinance on this topic by clicking this link: https://codelibrary.amlegal.com/codes/philadelphia/latest/philadelphia_pa/0-0-0-280104.