Strategic Account Manager, Commercial
KeyBank · United States
- Hybrid
- Full-time
- $125,000 / year
- United States
Job highlights
- Manage and grow enterprise payment clients for KeyBank.
- Develop strategic client relationships and ensure satisfaction.
- Drive revenue through cross-selling and upselling opportunities.
- Conduct business reviews and provide payment optimization.
- Act as a trusted advisor for merchant services clients.
About the role
Strategic Account Manager, Commercial
At Key Bank, our client relationships are our top priority. We are looking for motivated and detail-oriented individuals to join our Strategic Account Management team focused on Merchant Services. The Strategic Account Manager will manage, cultivate and retain Key Bank's enterprise payment clients and support their service needs. The preferred candidate is responsible for deepening select client relationships by 1) cross-selling existing clients, 2) growing the programs of existing clients, and 3) proactively managing client attrition.
Responsibilities
- Proactively work with clients to review their business, suggest new and innovative ways to engage so that the client is successful.
- Act as the main point of contact in all matters relating to merchant services for clients, becoming the trusted advisor.
- Manage accounts to ensure clients are receiving the right product and services mix which address their needs and creating upsell, cross-sell and renewal opportunities.
- Conduct Annual Business reviews which include interchange and pricing analysis, payments optimization, and base understanding of PCI requirements and fraud prevention strategies.
- Proactively identify opportunities to cross-sell additional KeyBank services.
- Collaborate with team members to assess and deliver on initiatives.
- Identify trends, changes, or shifts in client and competitor behaviors, and regulatory and competitive forces that impact solutions.
- Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
- Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.
Education Qualifications
- Bachelor's Degree or higher required, or equivalent experience.
Experience Qualifications
- 5+ years’ experience as a relationship manager or account manager for merchant services accounts.
- Customer-focused with a commitment to delivering high-quality service.
- Capable of managing multiple concurrent objectives, projects, groups, or activities.
- Able to problem-solve and overcome challenges and objections from clients and vendors.
- Ability to multitask and juggle several responsibilities simultaneously.
- Able to work in a matrixed organization with colleagues across various reporting structures.
- Comfortable building relationships within all levels of prospects and/or a client’s organization from technical team leads to the executive level.
- Good attention to detail and organizational skills.
- Strong interchange knowledge (merchant).
- Card Brand assessment fee knowledge.
- Card Brand compliance knowledge.
- PCI understanding.
- Proven track record of meeting or exceeding expectations and receiving positive customer feedback (preferred).
- Proficiency with common customer success and customer relationship management tactics as well as common software applications (e.g. SalesForce) (preferred).
- Experience working with Fiserv and/or Elavon and services to individuals and companies throughout the United States and, for certain businesses, internationally (preferred).
Practical Skills
- Strong Oral & Written Communication
- Risk Management
Core Competencies
All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
Compensation And Benefits
This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually. Placement within the pay range may differ based upon various factors, including, but not limited to, skills, experience, and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
Key skills/competency
- Strategic Account Management
- Client Relationship Management
- Merchant Services
- Cross-selling
- Upselling
- Payment Processing
- KeyBank
- Salesforce
- Business Reviews
- Risk Management
Skills & topics
- Strategic Account Manager
- Commercial Banking
- Account Management
- Relationship Manager
- Merchant Services
- Payment Processing
- Client Retention
- Cross-selling
- Upselling
- Business Development
- KeyBank
- Salesforce
- Fiserv
- Elavon
- Interchange
- PCI Compliance
- Risk Management
- Customer Success
- Financial Services
- Banking
How to get hired
- Tailor your resume: Highlight your 5+ years of merchant services account management experience and customer-focused approach.
- Emphasize relevant skills: Showcase your expertise in interchange knowledge, card brand fees, compliance, and PCI understanding.
- Address hybrid/remote needs: Clearly state your location and willingness to meet hybrid requirements or confirm your remote eligibility.
- Showcase problem-solving: Detail instances where you overcame client challenges and objections in previous roles.
- Prepare for interviews: Be ready to discuss your experience with building relationships across all organizational levels.
Technical preparation
Master interchange and card brand fee knowledge.,Understand PCI requirements and fraud prevention.,Become proficient with Salesforce CRM.,Study payment optimization strategies.
Behavioral questions
Describe managing client relationships and satisfaction.,How do you proactively manage client attrition?,Explain overcoming client objections and challenges.,How do you build relationships at all levels?
Frequently asked questions
- What is the salary range for the Strategic Account Manager, Commercial role at KeyBank?
- The base salary for the Strategic Account Manager, Commercial position at KeyBank ranges from $71,000.00 to $125,000.00 annually. Actual placement within this range depends on factors like skills, experience, and geographic location. Additionally, this role is eligible for incentive compensation.
- Is the Strategic Account Manager role at KeyBank remote or hybrid?
- This role offers flexibility. If you are outside KeyBank’s geographic footprint, it's fully remote within the United States. If you reside in Cleveland, OH, Buffalo, NY, or Albany, NY, a hybrid arrangement is required, with 2 days per week at a KeyBank non-branch location.
- What are the key responsibilities of a Strategic Account Manager at KeyBank?
- Key responsibilities include managing and retaining enterprise payment clients, deepening client relationships through cross-selling and program growth, acting as a trusted advisor for merchant services, conducting business reviews, and identifying opportunities for upselling KeyBank services.
- What qualifications are required for the Strategic Account Manager position at KeyBank?
- A Bachelor's degree or equivalent experience is required, along with at least 5 years of experience as a relationship or account manager in merchant services. Strong customer focus, problem-solving abilities, organizational skills, and knowledge of interchange, card brand fees, compliance, and PCI are also essential.
- How can I highlight my qualifications for the Strategic Account Manager role during the application process?
- When applying for the Strategic Account Manager role at KeyBank, emphasize your extensive experience in merchant services, your proven ability to manage client relationships, and your success in cross-selling and upselling. Quantify your achievements whenever possible, such as growth in client programs or reduction in attrition.
- Does KeyBank offer specific training for the Strategic Account Manager position?
- While specific training details aren't provided, KeyBank emphasizes employee development. All employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies, suggesting ongoing professional development opportunities are available.
- What kind of client relationships will I manage as a Strategic Account Manager at KeyBank?