- Coordinate efforts between onboarding, relationship management, and partner success to ensure a consistent experience across all channels, for all partner relationships.
- Ensure operational excellence by ensuring that team members have access to the necessary resources and technology to support sales partners efficiently and effectively.
- Coordinate cross-functional meetings between operational groups that impact the client experience to ensure that roles, responsibilities, and expectations are aligned, followed, and sustained.
- Identify and coordinate detailed support plans for high-value partner relationships in collaboration with the Relationship Management and Partner Success team.
- Organize and facilitate training programs for the relationship management team and sales partners to ensure proficiency on Priority products, platforms, and services.
- Maintain and continuously seek to improve the partner onboarding experience, including the onboarding process, new partner training, and the hand-off to relationship management.
- Participate in large-scale company initiatives and projects in support of the business goals and objectives, leveraging the relationship management and onboarding team as a support structure.
- At least eight years of experience as a relationship manager with relevant leadership experience, Bankcard industry a plus.
- Must have True business relationship building skills.
- Experience setting response & update SLAs for handling any inbound customer inquiries via call, email, or chat.
- Experience introducing tools and technology to track, assess, report, and enhance team performance and measure customer satisfaction.
- Experience creating clear, well-written standard operating procedures (SOPs).
- Experience implementing continuous training programs for both team members and customers.
- Developed understanding of the financial technology industry, including the basics of credit card processing, a plus.
- Understanding of the sales partner residual compensation model, calculations, and common issues that may occur, a plus.
- Proficiency in Microsoft Office and Google Drive.
- Comfortable managing people and processes.
- Experience improving the performance of a call center team.
- Demonstrates excellent accuracy and attention to detail.
- Must have good multi-tasking and problem-solving skills.
- Works well in a team environment, with the ability to function with professionals internally and externally at all levels.
- Ability to listen, communicate, and interpret client's needs and objections.
- Ability to de-escalate situations, and drive meaningful resolutions.
- Experience in Excel/Sheets completing basic financial analysis or formula-based calculations.
- Compensation range: $95,000 - $125,000
- End of Year Discretionary Bonus
- Unlimited PTO after year 1 (3 weeks to start)
- Medical, Dental & Vision
- 401k Match
- Education Expense Reimbursement
- Gym Membership Reimbursement
- HSA and FSA
- Employee assistance program (EAP)
- Requires prolonged sitting, standing, bending, stooping and stretching.
- Requires the ability to lift 10 pounds.
- Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).
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Director - SMB Acquiring Partner Operations - Alpharetta, United States - Priority
4 weeks ago
Description
Job Title: Director, SMB Acquiring Partner Operations
Reports To: VP, Client Experience
Department: Relationship Management
Location: Alpharetta, GA (Hybrid) or Remote
Grade: 19
Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service.
Job Summary: Responsible for organizing the support efforts of all SMB partner relationships across all Priority Payment Systems sales channels, including direct ISO partners, direct sales, and acquired partner relationships, as well as the new partner onboarding flow.
RESPONSIBILITIES:
MINIMUM REQUIREMENTS:
PREFERRED REQUIREMENTS:
Compensation and Benefits:
Traditional Physical Requirements
Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.
