Merchant Client Service Team Lead – Cross Sales & Installation and Technical Support

Location:

For Those Who Work At Home, Ohio

Position Location Policy

• General Location: Open to candidates within the United States.

• Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest KeyBank office (non-branch location).

• Remote Option: If the selected candidate lives outside of KeyBank’s geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

• Hours: 8-5pm ES

About the Job

The Merchant Client Service Team Lead – Cross Sales & Installation and Technical Support is responsible for leading revenue‑generating cross‑sell initiatives across the existing merchant portfolio (“back book”) while overseeing the Installation and Technical Support (ITS) function. This role balances client servicing excellence, sales execution, and technical onboarding leadership.

The Team Lead drives incremental revenue through proactive client outreach, targeted campaigns, and consultative conversations including lease renewals, equipment upgrades, account re‑papering, and migration to the Surcharge Pricing Program. In parallel, the role manages the ITS team responsible for gateway onboarding, account activations, technical setup, and training to ensure a seamless merchant experience.

The Team Lead serves as an escalation point for complex client issues, partners closely with Sales, Relationship Managers, Product, Pricing, and Technology teams, and delivers insights to leadership to improve client retention, adoption, and overall portfolio profitability.

Essential Job Functions

• Drive incremental revenue across the existing merchant portfolio through cross‑sell and upsell initiatives
• Design, execute, and manage proactive outreach campaigns to support portfolio growth, retention, and client engagement.
• Partner with Product, Sales, and Portfolio Management teams to identify cross‑sell opportunities and support conversion efforts.
• Track, analyze, and report performance of cross‑sell initiatives and campaign outcomes.
• Lead and manage the Installation and Technical Support (ITS) team, ensuring effective onboarding and activation of merchant accounts.
• Oversee setup, configuration, training, and ongoing technical support for gateways.
• Ensure timely and accurate account activations, system integrations, and merchant readiness.
• Act as an escalation point for complex technical onboarding or gateway issues.
• Develop and maintain ITS procedures, training materials, and knowledge resources.
• Lead resolution of escalated and complex client issues, coordinating with internal and external partners as needed.
• Maintain Service Level Agreements (SLAs), quality, and accuracy of client responses.
• Lead operational readiness and client support for new product launches.
• Partner with internal teams to recommend process improvements that enhance efficiency, client experience, and revenue performance.
• Ensure accurate and up‑to‑date forms, contracts, and agreements are in use.
• Create, analyze, and deliver ad hoc and recurring reports related to servicing, cross sales, onboarding, and performance metrics.
• Partner with internal teams to recommend process improvements that enhance efficiency, client experience, and revenue performance.

Required Qualifications:

• Five + years in financial services; acquiring, accounting and client escalation management experience.
• Demonstrated experience in cross sales, portfolio growth, or revenue generation
• Strong background in client escalation management and complex issue resolution
• Experience leading or supporting technical onboarding, implementation, or gateway support
• Strong analytical, problem‑solving, and decision‑making skills
• Excellent written and verbal communication skills
• Proven ability to lead teams in a fast‑paced, evolving environment
• Strong organizational and time management skills with attention to detail
• Strong proficiency in Microsoft 365 tools including Excel, PowerPoint, Outlook, Teams, and SharePoint; ability to use data, dashboards, and reporting to drive decision‑making.
• Ability to influence, drive change, and foster strong cross‑functional partnerships
• Client‑focused mindset with a commitment to exceeding service and revenue expectations

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

• General Office - Prolonged si