Customer Account Managercategorysales & Relationship Managementjob Id2025 - 0022497locationnewcastle Upon Tyne, United Kingdomposting Start Date09/25/2025anticipated Posting End Date10/24/2025job Typefull Time

Customer Account Manager

Manage a specific group of Elavon Europe's base customers. Customer Account Managers are responsible for proactive support and service to an assigned portfolio of small to medium-sized Elavon clients via telephone or email.

Accountabilities

• Responsibilities may include account maintenance, growth, increased profitability, overall client satisfaction, and projects and to identify opportunities to enhance the profitability of the client relationship. This role is the escalation point for both internal and external client issues.
• Take direction from the account management to ensure that all key metrics are achieved.
• Responsible for retention and expansion of cooperation of allocated portfolio of accounts from SMB market
• Expansion of cooperation is done via proactive campaign activity targeted to retaitn and up/cross sell a specific product(s). Campaigns are defined by Team Leader / Manager
• Account Manager is also expanding cooperation with Customers that request additional terminal or additional location
• Retention is done primary when Customer contacts Elavon requesting for rate change or inquiring about contract cancellation.
• Retention is also done via proactive contact with Customers identified on the system level to be at risk due to reduced volume, tenure, etc.
• Handling negotiations on cooperation conditions with clients with a commitment to delivering a strong customer experience
• Handling all additional tasks that are being given by Manager.
• MS Office knowledge and high degree of computer literacy
• English Language
• Product Expert - Maintain a high awareness and knowledge of the business market, card payment industry, competitors and internal activities to ensure that all business opportunities are identified, considered and closed appropriately.
• Technical Knowledge – Utilise product knowledge to troubleshoot issues for customers to remove any barriers to products being used
• Solution Matching – Identify new product opportunities for customers to increase their business efficiency and drive additional value for Opayo. Utilising products and rates that have been agreed by KAM/PAM and Sales.
• Customer Service - Deliver a high level of service quality, have a proactive approach being able to identify common trends and highlight where appropriate
• Complaint Handling – able to probem solve under pressure
• Problem solve - be able to identify issues with processes and recommend improvements.
• Objection handling – have strong negotiation skills to over come objections from customers