The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.
WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.
At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!
This position is responsible for enhancing and managing strategic partner relationships. This objective will be primarily accomplished by providing program management and assistance to partner(s) with day to day account management and escalated or more complex questions or issues regarding Nuvei's products or services and their application in the customer’s business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels. Partner relationships will also be enhanced by the identification of customer needs that can be addressed by additional Nuvei products or services.
Requirements
- Provide exceptional partner experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) adhering to procedures and departmental goals.
- Manage daily task tracking, host internal status update meetings and participate in daily client calls to maintain consistent status and item prioritization.
- Independently identify root cause of the client’s issues and use system analysis and testing techniques to solve low to complex incidents.
- Listen for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others.
- Provide recommendations to client on program improvements to enhance customer experience or efficiency.
- Escalate unresolved partner issues with all pertinent information included to appropriate resources. Open Incident tickets and participate on IM bridge to provide constant communication to partner throughout incident lifecycle to close.
- Document each partner interaction using our case tracking systems in a clear, concise, and understandable format. Escalate unresolved partner issues with all pertinent information included, to appropriate resources
- Work collaboratively and effectively within a team of peers. Model a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
- Prioritize work for self and assist others, balancing the importance from the partner perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.
- Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the partner, employee and organization
- Attend all department and company meetings to stay up to date with the latest changes and releases.
- Assists with new and existing partner inquiries, partner pre-sales efforts, partner onboarding, portfolio, pricing creation, residual payouts and payee relationships.
- Prepare custom pricing, detailed solutions amp; presentations based on the findings and understanding of the customers’ business requirements. Deliver product solution demonstrations in support of the sales process.
- Assist with incoming requests to add or change services.
Education/Experience:
- 3+ years of partner/client account management required.
- 5+ years of customer service experience preferred
- Proven background/experience achieving client satisfaction.
- Experience in managing large partner relationships, managing tasks and time sensitive deliverables, light project management, responding to time sensitive day to day inquiries from client, assisting with collecting requirements from client and translating to development or production support.
- Solid understanding of the payments landscape including ACH, Bankcard and the payment processing landscape. Core understanding of integrated payments.
- Significant experience with partner/client manage