Partner Support Manager - BASYS Processing

Summary

Applies knowledge of systems, procedures, customers, etc. in order to perform diverse assignments in support of the day-to-day customer service effort.? Responsible for assisting the office with incoming calls and visitors. Provides first point of contact for many customers, merchants, banks, etc.?Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision, and values of the organization.??

Essential Functions

• Assist department leadership in the daily inspection, reporting and insight of productivity and performance.
• Main point of contact for Partner Support cohort; providing support and guidance of daily activities?
• Subject matter expert in all responsibilities for the role while making ongoing recommendations for improvement and efficiency around process and procedure.
• Advocate for improvement from self and others. Embrace change while also challenging the status-quo productively.
• Directs and manages partner relationships within an assigned vertical (Banking, Inside/Outside Sales Teams, Software Integration Partners), using written and verbal communication.
• Acts as a industry consultant for partners, providing alternative solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• Applies independent judgment in determining alternate courses of action to best assist partners.
• Collaborates with partners to ensure a high level of support for current or prospective merchants.
• Manages communications with partners to ensure a unified management strategy for portfolio.
• Routes active merchant issues/request to Merchant support to for resolution and follow-up.
• Utilizes set scheduled calls to increase retention efforts within portfolio.
• Fulfill report request from partners to provide greater visibility into the performance of their portfolio.

Additional Responsibilities

• Consistently meets goals for growth, retention, and customer service.
• Develops, trains, and implements educational programs designed to improve partners knowledge around Basys products services and tools.
• Collaborate in partner goal setting, annual planning and strategic initiatives to assist with the growth of a partner portfolio (EOM conversations, Portfolio Review, Scorecard & CRM Dashboard inspection)
• Analyze competitor proposals, performing rate reviews and assisting in new pricing recommendations.
• Close-loop on Customer Experience and NPS survey feedback on behalf of the partner portfolio.
• Be available for limited travel to partner locations for meetings and onsite project work.
• Completes other assigned duties as requested.

Requirements

• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.

Education & Experience

• Bachelor's degree in business administration, accounting, marketing or other related fields. In lieu of degree, may have relevant work experience.
• Proficiency in Microsoft Office Suite, CRM.
• Knowledge of Bankcard industry and its procedures

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.