Senior Manager Of Client Success

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Accertify is the trusted partner to the world's leading eCommerce brands. With industry-leading fraud prevention and digital identity offerings, we help our clients grow revenue and protect against loss. When you join Accertify, you become part of the digital solution to enable legitimate eCommerce, delivering peace of mind to merchants and their customers across the globe. #TeamAccertify provides a solution merchants trust and a career you can trust.

Accertify is a wholly owned subsidiary of American Express-which means our team has access to the amazing perks and benefits offered by our parent company. We are proud to be #TeamAmex and #TeamAccertify.
Accertify is growing, and we are looking to add a Senior Manager, Client Success (Sr. CSM), to our global fraud-fighting team.

How will you make an impact in this role?
The Senior Manager of Client Success (Sr. CSM) is responsible for building strong, long-lasting relationships with Accertify's clients by leveraging their expertise in fraud prevention, chargeback management, and account-based risk assessment. The Sr. CSM's primary focus is to ensure that Accertify's clients receive top-notch service and achieve their desired goals. To do so, the Sr. CSM must have a curious mindset and be able to develop a deep understanding of the client's business and challenges. By providing valuable consultation and building strong relationships with clients, the Sr. CSM helps increase client retention and revenue growth.

Essential Duties and Responsibilities:

• Manage, grow, and retain a portfolio of our most strategic clients.
• Establish and build strong relationships through consistent interaction with Clients regarding their business model, industry, marketplace, and the challenges they face.
• Understand and document each client’s goals and the progress being made towards achieving them with Accertify’s assistance
• Develop strong working knowledge of our products and speak fluently about fraud mitigation and Accertify’s best practices, acting as a trusted advisor for your clients
• Train and educate clients to help them achieve their goals
• Keep our clients informed of product updates and work to ensure all new features and functionalities are adopted.
• Collaborates with stakeholders and business partners to lead and promote efforts to address any strategy-related gaps.
• Influence and engage across the organization - partner with the product, engineering, and analytics teams to establish goals and enhance strategic programs.
• Act as a client advocate to our product team by collecting and sharing client feedback and ideas.
• Develop and execute strategic account plans.
• Deliver meaningful and actionable client performance reviews.
• Enable fast resolutions of Client concerns.
• Drive customer references and case studies.

Qualifications:

• 5+ years of Fraud Risk experience required
• Proven success utilizing a fraud prevention platform firsthand to mitigate fraud and chargebacks
• Passionate about delivering a second-to-none client experience
• Ability to analyze complex data sets and deliver actionable, simplified recommendations and insights
• Naturally curious with self-drive to solve complex problems
• Exceptional communication skills (written & verbal) with the ability to collaborate cross-functionally
• Natural self-starter with the ability to operate independently and produce results in a fast-paced, rapidly growing environment
• Strong consultative skills with a demonstrated ability to establish, maintain, and deepen relationships with clients
• Exceptionally organized with the ability to manage multiple complex projects at once
• Comfortable presenting, influencing, and collaborating at the Executive level
• Thrive at negotiating, with a proven ability to effectively cross-sell and renew contracts
• Ability to build a value proposition through effective probing and understanding of the client’s business model
• Ability to quickly build rapport and credibility with clients
• Passionate about making our clients personally and professionally successful
• Excellent teammate who gives ideas to improve processes
• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to travel 30%

Preferred Qualifications:

• Experience with any of the following:
  • Interceptas
  • Splunk
  • Salesforce
  • SQL
  • Tableau
• Ability to:
  • Develop, implement, and improve comprehensive fraud detection strategies and authorization decision rules that balance fraud loss with client experience.
  • Conduct complex analysis, tasks, and ad-hoc reporting to prevent, detect, and record fraudulent activity.
  • Provide input and assist clients in the development and improvement of processes and procedures related to Fraud Prevention.
  • Improve through experimentation using data-driven decision-making to run tests to reduce fraud while accelerating growth.
  • Analyze fraud vectors across the Interceptas platform by completing an end-to-end analysis that allows Accertify to better identify the bad actors on our platform and improve the experience of good users.

Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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