CFTPay Account Manager

Job title: Account Manager
Reports to: Senior Manager, Account Management
Department: CFTPay - Account Management
Location: Garner, NC or Remote
Grade: 15

Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service.

Job Summary: Priority is seeking a dynamic customer Account Manager adept at fostering strong customer relationships and ensuring high levels of satisfaction through effective communication and personalized solutions. Proficient in managing inquiries via multiple channels, including phone, email, chat, and JIRA Service Desk. Skilled in gathering and analyzing report requirements, designing customized dashboards, and validating report accuracy. Experienced in executing user acceptance testing and developing product demos and training materials. Demonstrates strong problem-solving abilities and a commitment to process improvement, with a keen eye for identifying inefficiencies and areas for enhancement. Collaborates cross-functionally with departments such as Compliance and Payment Support to meet customer needs, while maintaining a solid understanding of product features and updates. Highly organized with excellent time management skills and advanced proficiency in Google Workspace, MicrosoftOffice Suite, and JIRA. This is a full-time position offering a flexible hybrid work arrangement, combining remote and on-site work based at our Garner, NC office.


RESPONSIBILITIES:

• Customer Relationship Management:
  • Manage incoming customer inquiries Build and maintain strong relationships with assigned subscribers.
  • Act as the main point of contact for customers, addressing their concerns and inquiries through various channels including phone, email, chat, and our ticketing systems like Jira Service Desk (JSD).
  • Conduct meetings via virtual or in person with customers to review performance trends, updates and gather feedback.
  • Ensure customer satisfaction by understanding their unique requirements and delivering tailored solutions.

• Report Requests:
  • Gather report requirements from customers or team members.
  • Design customized dashboards and reports, incorporating custom dimensions, measures, and table calculations, as needed.
  • Validate reports for accuracy.

• Enhancements:
  • Gather requirements for simple product enhancement requests and raise tickets to the development team.
  • Execute user acceptance testing (UAT) in the sandbox to ensure product functionality and reliability.

• Demo and Training:
  • Create product demos and present them to customers.

• Documentation:
  • Develop and maintain standard operating procedures (SOPs) to streamline ticket and task management processes.
  • Develop and maintain department content on confluence.

• Product Knowledge:
  • Develop a strong understanding of the company products.
  • Continuously update knowledge on product features and updates.

• Analyze Data and Trends:
  • Utilize data analysis techniques to identify patterns, trends, and insights, empowering informed decision-making and strategic planning to meet end user needs effectively.
  • Identify areas for process improvement within the account management department.

• Cross-functional Collaboration:
  • Collaborate with other departments (Compliance, Compliance Operations, Payment Support, Bank Support, etc) to address customer needs.

MINIMUM REQUIREMENTS:

•  Bachelor’s Degree or equivalent experience. Requires a minimum of 5 years of experience in banking and financial sector.
• Ability to understand customer issues, research and break them down into logical parts that can be addressed by Production Support, Operations, Engineering and Product teams.
• Customer focus with the ability to establish productive working relationships with clients, staff and management at all levels.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Technology and/or internet product development experience, particularly in the payment space, a strong plus.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Hard working, smart, "gets things done" and thrives in a team-oriented, fast-paced environment without significant oversight.
• Proven account management or other relevant experience in the financial sector.
• Up-to-date understanding/knowledge of the US financial industry trends.
• Excellent time and project management skills. You're always looking to improve inefficient processes.
• Expert at Microsoft Office Suite, Google Apps, CRM and other help desk support software.

PREFERRED REQUIREMENTS:

• Any experience with payments– Debt settlement industry, Credit Card processing, ACH, Check processing is highly preferred.

Compensation & Benefits:

• Compensation range: $57,000 - $72,000
• Unlimited PTO after year 1 (3 weeks to start)
• Medical, Dental & Vision
• 401k Match 
• Education Expense Reimbursement
• Gym Membership Reimbursement
• HSA and FSA 
• Employee assistance program (EAP)

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching. 
• Requires the ability to lift 10 pounds. 
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients. Apply