Account Manager II

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 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

Main point of contact for an assigned Key Account portfolio consisting of accounts of $2M or greater with programs of high volume, out of process, complex, and technical client programs.  Manage client on-boarding, program implementation and client education. Through project plans, the Account Manager III will manage all interaction of the launch of a program through cross functional teams. In addition, by partnering with Sales, the Key Account Manager’s role is to maximize sales growth, account penetration and retention.

Responsibilities

New Program Implementation

• Responsible for project management of all client implementations.  This includes coordination of onboarding activities with all internal departments including Finance, Production/Operations, IT, Branding, Product Management, Merchant Partners, Legal and Client Services.

Program Management

• Responsible for effective client relationship management by proactively communicating with clients, identifying and prioritizing client issues/concerns; coordinating with appropriate internal departments to provide response and/or solutions.  Acting as the central point of contact for ongoing program management needs ensure a high level of client satisfaction with InteliSpend products and services.

Retention and Penetration

• Work cross-functionally to execute on individual client strategies to identify opportunities for increased retention and penetration.  Develop and present client partnership reviews, Voice of the Customer Surveys and monthly contact strategies on an ongoing basis

Inventory Management

• Management of custom client inventory and program renewals, working with the client on forecast and providing updates to internal Production team members.  This requires independent decision making utilizing past and projected order history with the objective of balancing inventory quantity to ensure order fulfillment without creating excess inventory/cost.
• Compliance
• Manage compliance process and procedures to ensure Client Due Diligence (CDD) and Payment Card Industry (PCI) data collection and data handling procedures are followed.  For CDD, this includes the collection of client or Authorized Reseller information, interacting with Risk on the data collection process and procedures as well as communicating the requirements to clients and Authorized Resellers.  For PCI, managing the compliance of PCI standards by adhering to all corporate policies and communicating PCI guidelines to our clients as it relates to card account information.

Subject Matter Expertise/Special Projects

• Provide Account Management subject matter expertise to cross functional teams with regard to ongoing system enhancements, product launches and projects, as appropriate.

All other duties as assigned

Qualifications

• Bachelors degree required or equivalent combination of experience and training
• 2+ yrs Client Services / customer service / sales environment.
• 2+ years experience leading cross-functional account teams for high profile, high volume, complex accounts
• Solid business writing skills, experienced with proposals, presentations, project plans and business correspondence
• Proven experience in diverse internal systems and system processing and problem resolution
• Excellent verbal, written and presentation skills
• Excellent interpersonal skills to lead project/account teams and to manage client relationships
• Self directed with strong analytical, project management and leadership skills
• Strong technical and organizational skills
• Proficient in MS Office suite of products
• Experience with Microsoft Project a plus
• Some travel required

We seek candidates who not only d