Associate Account Manager

The Active Network - Columbus, GA

Full-time - Mid Level

Columbus, GA

About the position

As an Associate Account Manager at Global Payments, you will play a crucial role in the identification, development, and delivery of Continual Service Improvement plans and initiatives aimed at reducing operational costs and enhancing operational efficiencies. This position is accountable for overseeing the operational model across multiple Third Party Providers, ensuring alignment with non-functional requirements across Business As Usual (BAU) service provision, partner contract renewals, and new third-party contracts. You will be responsible for the BAU Operational and Transition Readiness of significant events, which include new client conversions, the introduction of new products and services, and the decommissioning of existing products. Your primary goal will be to ensure that all aspects of processing services are provided as required by client contracts, thereby achieving Service Level Agreements (SLAs) and meeting production processing and contractual obligations within a regulatory framework. In this role, you will manage two to three clients, depending on the complexity of the service, and their TS2 production services, along with any additional associated processing services and products. You will develop and deliver continuous service improvement plans and initiatives tailored to clients' use of Global products or platforms. Conducting root cause analysis will be a key part of your responsibilities, allowing you to develop actionable implementation plans. Additionally, you will manage the holistic service delivery for two to three partners, tracking their service-level performance and proactively identifying opportunities for continuous improvement to exceed client expectations. Your role will also involve managing the transition of services into BAU by collaborating with relevant business areas and stakeholders during the transfer of new clients, products, and platforms at go-live. Regular service reviews with allocated clients and partners will be conducted, where you will act as a client advocate, addressing any service deficiencies and escalating partner issues as necessary. In the event of Severity 1 incidents, you will serve as the client escalation point, ensuring that issues are resolved promptly and effectively.

Responsibilities

• Accountable for the identification, development, and delivery of Continual Service Improvement plans and initiatives.
• Oversees the operational model across multiple Third Party Providers to ensure alignment with non-functional requirements.
• Responsible for BAU Operational and Transition Readiness of significant events, including new client conversions and new products and services.
• Ensures all aspects of processing service are provided as required by the client contract to achieve SLAs.
• Responsible for the holistic management of two to three clients and their TS2 production services.
• Develops and delivers continuous service improvement plans and initiatives for clients.
• Conducts root cause analysis to develop action plan implementation.
• Tracks partner service-level performance and proactively identifies ways to improve service.
• Manages services transition into BAU by working with relevant business areas and stakeholders.
• Conducts regular service reviews with allocated clients and partners.
• Acts as a client escalation point for Severity 1 incidents.

Requirements

• Bachelor's Degree or relevant experience in lieu of a degree.
• Typically a minimum of 6 years of relevant experience.

Nice-to-haves

• Experience in account management or client services.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid time off and holidays.
• Professional development opportunities.