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Company Overview
DisputeHelp is a leading global fintech SaaS company, transforming the landscape of post-authorization disputes, chargebacks, and first-party fraud. Our cutting-edge dispute management solutions empower merchants to deflect disputes, resolve chargebacks, and recover revenue lost to first-party fraud. We serve as a crucial partner to merchant acquirers, payment gateways, payment service providers, and payment facilitators, helping them defend, retain, and grow their merchant base amidst the challenges of disputes and fraud.
Position Overview
We are seeking an experienced and dynamic Enterprise Relationship Manager to support our Tier 1 acquirer base in the Americas region. In this role, you will be responsible for managing and growing relationships with our highest-value clients, ensuring their success, retention, and satisfaction. You will work closely with senior stakeholders, onboarding teams, and technical staff to deliver outstanding service, ensure operational excellence, and identify growth opportunities.
Reporting to the Head of Relationship Management and working directly with the Chief Commercial Officer, you will play a pivotal role in day-to-day interactions with our Tier 1 enterprise clients. Your success will hinge on your ability to deliver high-touch, responsive service and build enduring, trusted relationships. As a master communicator and strategic thinker, you will develop a deep understanding of client needs, leveraging data and performance metrics to optimize their business outcomes. This is a high-demand, high-reward position with significant opportunities for growth as DisputeHelp continues its global expansion.
This position entails occasional travel, approximately 10-15% of the time.
Key Responsibilities
- Client Onboarding & Provisioning: Oversee the onboarding process for new clients, collaborating closely with internal teams to ensure swift and seamless platform provisioning and go-live execution.
- Integration Guidance: Work alongside technical teams to guide optimal client integration into our platform, ensuring that client needs are met and expectations exceeded.
- Retention & Satisfaction: Lead new client kickoff calls post-contract execution, set clear expectations, and drive speed to market. Retain clients by delivering high-touch, high-satisfaction service, ensuring long-term engagement and minimizing attrition.
- Cross-Sell Opportunities: Identify opportunities to cross-sell additional products and services, deepening relationships and driving further revenue growth.
- Client Feedback & Strategy: Act as the voice of the client, providing feedback to leadership on client needs and suggesting enhancements to improve the overall customer journey.
Qualifications
- Experience: 3-5 years of experience in sales or relationship management within the cards and payments industry, with a strong focus on fraud and dispute management. Proven track record of managing enterprise-level clients in the payments ecosystem, including experience in credit/debit card solutions, transaction processing, and risk mitigation strategies.
- Analytical & Structured: Strong analytical skills and a structured approach, with the ability to assess complex situations and deliver a high degree of client satisfaction.
- Problem-Solving: A proactive problem solver with a positive, can-do attitude, capable of tackling challenges head-on.
- Client-Focused: Passionate about all aspects of Relationship Management, with a customer-centric mindset and a focus on client retention and revenue growth.
- Communication: Excellent communication skills across written, verbal, and digital platforms, capable of fostering strong relationships with clients and internal teams.
- Confidence & Comfort: High level of confidence in leading strategic discussions with both end-users and senior client leaders, ensuring clear communication and alignment on goals
Requirements
- Education: Bachelor’s Degree or equivalent experience.
- Enterprise Client Management: Proven experience managing Tier 1 enterprise clients, with a passion for delivering exceptional client outcomes.
- Payments Flow Expertise: Strong understanding of the Acquirer relationship within the payments flow.
- Dispute & Fraud Management: Experience working with dispute and fraud management products, ideally from Verifi and Ethoca.
- Execution-Driven: Strong follow-through with a results-driven mindset and excellent problem-solving skills.
- Team-Oriented: A collaborative team player focused on collective success.
- Industry Passion: Deep interest in transforming the chargeback and disputes ecosystem.
- Organizational Excellence: Exceptional organizational skills, attention to detail, and a mastery of English, with a focus on delivering customer-centric solutions.
- Motivator & Driver: Dedicated to the success of your clients, serving as a key motivator and driver of their growth.