Description

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world's leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

Customer Relationship Management

• Manage a book of smaller mid-market accounts, serving as the primary point of contact for day-to-day customer needs.
• Maintain strong client relationships and ensure customers are successfully adopting and utilizing the platform.
• Monitor account health and proactively address issues or opportunities for improvement.

Client Onboarding & Platform Enablement

• Support onboarding for new clients on the ecommerce platform, ensuring a smooth transition from implementation to ongoing use.
• Guide clients through platform functionality, best practices, and available resources.
• Coordinate internally with implementation, product, and support teams when needed.

Customer Outreach & Engagement

• Execute structured outreach strategies to drive customer engagement and platform adoption.
• Conduct periodic check-ins with customers via email, calls, or virtual meetings.
• Share product updates, feature releases, and recommendations to help customers achieve their program goals.

API & Technical Support Collaboration

• Support clients utilizing our API integrations by monitoring and responding to requests within a shared support inbox.
• Collaborate with other Account Managers and technical teams to troubleshoot and resolve issues/requests as they come up.
• Escalate complex issues appropriately while maintaining clear communication with clients.

Data Analysis & Reporting

• Analyze customer usage and program performance data to identify trends, risks, and opportunities.
• Provide insights and recommendations to improve engagement and program outcomes.
• Maintain accurate account notes, data tracking, and reporting within internal systems.

Operational Support

• Assist with administrative and operational tasks related to account management and customer success initiatives.
• Support internal projects, documentation updates, and process improvements as needed.
• Contribute to team collaboration and shared account coverage.

• Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience).
• 13 years of experience in account management, customer success, client services, or a similar customer-facing role.
• Strong communication and relationship-building skills.
• Highly organized with the ability to manage multiple accounts and priorities.
• Analytical mindset with comfort interpreting data and usage metrics.
• Experience with ecommerce tools, or API-based products is a plus.
• Experience working in shared inbox or ticketing environments is preferred.

Key Skills

• Customer relationship management
• Strong written and verbal communication
• Data analysis and reporting
• Problem solving and troubleshooting
• Time management and organization
• Cross-functional collaboration
• Client onboarding and enablement

Success in This Role Looks Like

• Consistent engagement and strong relationships across assigned accounts.
• Customers successfully onboarded and actively using the ecommerce platform.
• Timely and effective responses to client inquiries, including API-related support.
• Data-driven insights that help customers improve engagement with their recognition programs.
• Strong collaboration with teammates to ensure excellent client support.

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier III

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