Relationship Manager

We provide the global commerce tools people need to build businesses, accept payments, and enable commerce for their users. It’s the simplest way to get paid for your great ideas -- across any device, and through almost any payment method. Merchants in more than 40 countries worldwide can accept, split, and enable payments in more than 130 currencies using Braintree.

Our Account/Relationship Managers are beholden to one person and one alone: our customers. Account Managers create meaningful relationships with our clients and find ways to be perpetually one step ahead of their needs. They deliver the optimal merchant experience by providing guidance and insight into payments, processing, and product. Payments: Grasping this complex, fast-moving industry and helping clients do the same. Processing: Analyzing transaction data to provide insight into business decisions Product: Knowing the Braintree platform from Control Panel to codebase and finding the right solutions for merchants.

Your day (or night) will vary depending on requests, as you’ll be on the front line servicing our merchants. This role will manage merchants of all sizes, supporting our merchants as they grow by answering email through our ticket queue and answering inbound merchant calls. There will also be an element of supporting our largest merchants in these markets through proactive analysis of their credit card processing and future needs. Braintree is looking to bring on additional white glove support to our merchants. * Provide business support through incoming phone calls/emails from assigned merchants * Provide proactive analysis on processing trends (declines, interchange optimization, chargeback analysis) * Identify new products and features merchant may utilize and educate merchant on the benefits and usage * Work with the PayPal SGM for merchants to add PayPal or issues they may see arise on their PayPal account * Conduct quarterly business reviews with merchant * Document merchant feedback to help create the Braintree roadmap * Work with Product Managers to ensure products are being built to merchant specifications * Lead projects as the Account Management Product Expert

* Exceptional organizational skills: At any given time, you’ll be juggling multiple time-sensitive inquiries, monitoring the health of your merchant portfolio, and working on longer-term projects * Analytical: Currently works comfortably on analysis that requires pulling data from various enterprise-level systems. Experience with excel and/or aptitude and desire to learn it. * A quick learner: A curious person who will learn in formal training and situational environments but also develop their own deep understanding of how things get done. * Positive spirits: Someone who thrives in team environments and doesn’t feel like any task is “below them.” * Phenomenal communication skills: You take time to craft the best response possible because you know efficient and effective client communication is critical to their success (you’re also someone who feels physical pain upon seeing misuse of your/you’re). But when the phone rings and there’s no time to edit a draft, you can speak crisply on complex subjects. * Awesomeness: Former co-workers would gush about your creativity, resourcefulness, and professionalism * Customer Service: You can tell us the stories about how you turned an angry customer into one that loved you again. * Payments experience preferred