Director, Strategic Planning

Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We’re looking for a Senior Director Client Relations Executive to join our ever-evolving Client Relations team and help us unleash the potential of every business. What you’ll own as the Director Client Relations Executive • Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise. • Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities. • Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process. • Works to maintain and grow the client relationship while ensuring ongoing customer service. • Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Worldpay products or services. • Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities. • Keeps abreast of new products/services and changes to existing products/services. • Maintains comprehensive knowledge of applicable products, services and company policies and procedures. • May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services Worldpay is offering. • Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function. • Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement. • Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments. • Manages and communicates expectations internally and externally. • Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty. • May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards. • Ensures representatives are properly trained when new products are released or products are upgraded • Selects, develops and evaluates personnel to ensure the efficient operation of the function. • May work at an Worldpay or a client location. • Travel required. • Other related duties assigned as needed. What you’ll bring Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience Communicates ideas both verbally and in written form in a clear, concise and professional manner  Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally  Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry Proven track record in client relationship management and/or the sales of technology products and services Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise  Demonstrates the ability to lead by example and motivate professional level staff  Displays strong leadership qualities, decision making abilities and strong business judgment Possesses strong personnel management skills Broad knowledge of Worldpay products and related services; in-depth knowledge of products and services for which team(s) provide support Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills  Demonstrated customer-focused leadership ability Ability to work both independently and in a team environment Creative - You simplify the complex. Always looking forward to create a bigger impact for our colleagues and customers. Empowered – You use our initiative, taking calculated and thoughtful risks to progress Accountable – You never standing still, never settle. You work at pace to achieve your goals. About the team To learn more about our winning teams, check out our world-class teams that own it every day. What makes a Worldpayer What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open and winning and failing as one. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. #LI-SM1    EEOC Statement Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here. If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.