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Key Account Manager

Date: 19-Oct-2021

Location: Brussels, Vlaams-Brabant, BE

Company: worldline

 
About Worldline
Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 12,000 people worldwide, with 2019 revenue of circa 5.3 billion euros. worldline.com

Summary of Role:

Main purpose of this role is to manage a selection of key accounts within the Whitelabel portfolio.  This will be a quota bearing role with revenue, retention & account growth targets set.

Primary responsibility will be the commercial accountability for the relationship between Worldline and whitelabel partners - to develop and execute a wide ranging sales strategy to maximize revenue and increase growth from their customer base.

A consultative sales and account management role, reliant on influencing the leadership of whitelabel s through building trust, establishing payments expertise and enabling their staff with high quality training, support and motivation. 

The candidate will also be required to provide leadership to Client Services team with regarding BAU opertational issues

 

External Relationships:

Points of contact include all customer personnel from executives to management to functional operational personnel and teams.

 

Internal Relationships:

All parts of Worldline as required. 

 

Key Responsibilities:

 

  • Manage both the customer & the business (Wordline) requirements & expectations
  • Create & maintain key account plans to support revenue & growth aspirations
  • Mange the account retention, to include proposal & any RFP responses
  • Provision of timely & accurate forecasting
  • Provide input to the line Managers for weekly / monthly reporting purposes e.g. financial figures etc
  • To act as the main day to day point of oversight, supervision and co-ordination of activities relating to their  designated portfolio customers by organising resources to achieve optimum Customer satisfaction through effective tracking and resolution of issues, requests, complaints, and service failure incidents
  • Engaging Customers directly or indirectly through the team, involving them in a cohesive and ongoing dialogue relating to: sales opportunities, customer relationship management, progress/status & performance reports and operational issues resolution.
  • Acting as the point for issue escalation within the Client teams, responsible for issues assessment, identification of resolution options, impact evaluation, management information, tracking and resolution.
  • Liaising within Ingenico staff & colleagues at local, regional and group levels to ensure Customer commitments are achieved on time, to agreed standards and to the Customer’s expectations.
  • Initiating and managing Conference Calls and meetings with a full range of client contacts working to the brief and plans of the Senior Account Manager/Account Director as required, taking responsibility for ensuring meeting, call and contact reports are captured accurately, circulated and held within the CRM system.
  • Compiling management reports relating to Customer engagement, value and relationship progress using appropriate reporting systems

 

Skills:

 

  • Excellent communication (written and verbal), listening and interpersonal skills.
  • Strong Customer orientation and desire to achieve solid customer relationships
  • Ability to work on own with very limited supervision.
  • An ability to supervise and support the development of indirect staff
  •  A strong team player with a positive attitude.
  •  Ability to work well under pressure.

 

Knowledge:

  • Excellent IT skills including all Microsoft office packages
  • Salesforce and Miller Heiman experience beneficial
  • Multli-lingual (English, French)

 

Experience:

  • Account Management of large Enterprize business essential
  • Operational support and process methodology
  • Payment knowledge desirable but not essential

 

Qualifications:

  • A sales or Customer service background
  • Experience in managing customer facing teams

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.