B2B Portfolio Manager

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!

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Support existing merchant accounts and processing volume by overseeing and performing inbound/outbound support for an assigned portfolio of customers. This includes all accounts identified for being at risk, high value or by the ERP sales channel as needing additional oversight and management. This position is solely responsible maintaining our existing merchant base to drive growth. Management and retention of merchants is achieved through relationship management for strategic accounts which may include developing new business opportunities and maintaining and retaining current profitable business relationships. These accounts will increase revenue for B2B division. In addition, this role is responsible for providing support/assistance to ERP sales leaders through add-on sales, demos, upgrades to existing accounts, or migration to additional products/services while delivering an extraordinary customer experience.

Key accountabilities and decision ownership: (8 or 10 max)

1. Management and Solutions Efforts: Lead solutioning efforts to maintain or increase volume retention across the B2B portfolio

2. Work with ERP channel leaders and certain partners via telephone and email to build and sustain an installed base business plan aligning channel partner and Paya revenue objective.

• Handle high-volume and seasonal portfolios with over $100k in monthly volume in negotiating with merchants on contract renewals, pricing changes and delivery of new services in an effort to renew and/or strengthen the bond between Paya and the merchant

• Provide frontline resolutions for handling escalated calls, written/email inquiries and ticket queue escalations.

• Possess sufficient knowledge of merchant business practices to provide consultative suggestions for improvements and best processing practices

• Maintain client base and corresponding retention volume through a proper processing analysis, negotiation of rates/fees and any Paya products/services that increase the loyalty of Paya and our core products and services

• Foster exceptional working relationships across internal departments (Technical Operations, Merchant Support and Service, Product Management, etc) in order to deliver a positive customer experience and understand products/services available to retain and renew merchants
• Based on client interactions and monitoring key metrics and revenue reporting, provide early identification of and mitigate potential client issues.
• Communicate save opportunities with direct and channel sales as needed
• Meeting and exceeding assigned revenue goals and objectives through add-on sales, upgrades to existing accounts, or migration to additional Sage products/services while delivering an extraordinary customer experience.

3. Account Management:

• Develop and maintain a strategic plan to proactively engage with assigned customers and channel partners on a consistent basis.
• Work with customers and channel partners to resolve open issues and escalate customer satisfaction issues to the appropriate internal or external resources where applicable.
• Utilize customer relationship management tools to track and maintain accurate records of all activities, customer and partner follow up, and sales potential.
• Regularly follow up on existing opportunities at the channel partner and customer level to increase close rates and decrease the sales cycle.
• Perform product demos to assist with the ERP channel sales efforts or existing account upsell.

4. Partner Management:

• Work with ERP channel leaders and certain partners via telephone and email to build and sustain an installed base business plan aligning channel partner and Paya revenue objective.

Requirements

• Bachelor’s degree or equivalent experience

• 5+ years of strong customer service experience
• 2+ years of technical support dealing with integrated payments into an ERP/Accounting solution or similar integration.
• Proven background/experience achieving either client satisfaction or sales targets
• People skills and demonstrated abilities to maintain and develop new relationships at all levels
• Solid understanding of the payments landscape including ACH, Credit, Signature Debit and ATM cards
• 5+ years of technical support dealing with integrated payments specifically focused on ERP/Accounting solutions.
• Experience troubleshooting integrated payment issues related to software solutions, gateway, and various VAR and point of sale systems.

Benefits

Nuvei offers a wide variety of benefits which include Medical, Dental, Vision, STD, LTD, Paid time off, 401(k) and many other great benefits.

Nuvei perks also include:

• Frequent training programs on new systems and platforms.
• Free Virtual yoga, meditation and fitness classes, community involvement, and many social activities.
• Group Private Medical Insurance
• Up to 2.5 additional days of annual leave a quarter, if company hit quarterly targets
• Employee recognition program and possibilities for advancement in various fields.
• Modern, dynamic and great work environment.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.