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About the Role
Lead the Relationship Management team to drive customer retention, satisfaction, and revenue growth while managing a portfolio of strategic accounts. Operate as a player-coach, balancing direct customer ownership with team support and development. Ensure consistent Relationship Management standards and execution across the region, resolving escalations and identifying growth opportunities.
Responsibilities
- Own and lead relationship engagement and growth strategy for a portfolio of accounts.
- Identify commercial growth opportunities and coordinate execution.
- Ensure customer satisfaction and relationship health are maintained or improved.
- Ensure team members understand expectations and are effectively leveraged.
- Address underperformance early with measurable progress or resolution.
- Monitor regional customer portfolio health and intervene as needed.
- Act as the first escalation point for the region.
- Support RMs on growth strategy and key stakeholder relationship building.
- Ensure consistent execution of account planning and strong engagement cadence.
- Drive structured upsell execution across the team.
- Maintain accurate reporting and review pipelines regularly.
- Support unblocking stalled opportunities, coordinating with Sales.
- Ensure team adherence to internal processes, reporting standards, CRM, and documentation hygiene.
- Maintain operational leadership through regular reviews and progress checks.
- Delegate operational tasks effectively while retaining accountability.
Requirements
- 10+ years of experience in sales or relationship management within the cards and payments industry.
- Strong focus on fraud and dispute management.
- Proven track record of team leadership.
- Experience managing high-risk clients in the payments ecosystem.
- Experience in credit/debit card solutions, transaction processing, and risk mitigation strategies.
- Strong analytical skills and a structured approach.
- Ability to assess complex situations and deliver high client satisfaction.
- Proactive problem solver with a positive, can-do attitude.
- Passionate about all aspects of Relationship Management.
- Customer-centric mindset.
- Excellent communication skills across written, verbal, and digital platforms.
- High level of confidence in leading strategic discussions with team and senior client leaders.
- Proven experience managing Tier 1 clients.
- Strong understanding of high risk vertical business models within the payments flow.
- Experience working with dispute and fraud management products.
- Strong follow-through with a results-driven mindset.
- Exceptional organizational skills and attention to detail.
- Mastery of English.
Skills
- Relationship Management
- Team Leadership
- Customer Retention
- Revenue Growth
- Account Management
- Fraud Management
- Dispute Management
- Credit/Debit Card Solutions
- Transaction Processing
- Risk Mitigation
- Analytical Skills
- Problem Solving
- Communication Skills
- Organizational Skills
Location
- [Region]
Work Type
- Full-time
Experience Level
- 10+ years
Education Level
- Bachelor’s Degree or equivalent experience
About the Company
- Global Payments makes it possible for millions of people to move money between buyers and sellers using payments solutions for credit, debit, prepaid and merchant services.
- Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.
- We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.
- Global Payments and Worldpay recently joined forces.
- At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone.
- We’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises.
- Our team of 27,000 experts is dedicated to your success.
- Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America.
Equal Opportunity
- Global Payments Inc. is an equal opportunity employer.
- Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.
- Those applicants requiring reasonable accommodation to the application and/or interview process should notify jobs@globalpayments.com.