Senior Client Success Manager-Chargebacks

at American Express in Dover, Delaware, United States

Job Description


The Senior Manager, Client Success – Chargeback Management is responsible for establishing deep, mutually beneficial, and long-lasting relationships with an assigned portfolio of Accertify’s Clients.

Senior Client Success Managers at Accertify are devoted to developing an in-depth understanding of their client’s business models and industries. By developing a deep understanding of your client’s business, the Senior Client Success Manager can apply their knowledge of chargeback management, eCommerce fraud, and the Interceptas Platform to provide strategic solutions that enable Client success.

If you are excited about the idea of being the CEO of your client portfolio and taking personal responsibility for delighting our clients every chance you get, we want to hear from you. We are not looking to hire you and put you in a box that limits your creativity. We want you to join us and let your ideas, personality, passion, and curiosity about the chargeback management process, and ultimately your experience shine through and have a direct impact on the clients you work with and the Accertify organization.

Responsibilities :

+ Manage, grow, and retain a portfolio of our most strategic chargeback management clients

+ Establish and build strong relationships through consistent interaction with Clients regarding their chargeback process, business model, industry, and the challenges they face

+ Understand and document each client’s chargeback specific goals and the progress being made towards achieving them with Accertify’s assistance

+ Develop strong working knowledge of our chargeback management product and speak fluently about chargeback management best practices, acting as a trusted advisor for your clients

+ Train and educate clients about the chargeback process and the Interceptas chargeback management tool to help them achieve their goals

+ Keep our clients informed on product updates and work to ensure all new features and functionalities are adopted

+ Work closely with our product team to understand changes to chargeback rules and regulations and how those changes will impact your clients

+ Provide clear, concise, and actionable chargeback performance metrics to each client

+ 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 account reviews

+ Enable fast resolutions of client concerns

+ Drive customer references and case studies



+ 5 – 10 years Chargeback Management experience

+ Proven success utilizing a chargeback management platform firsthand

+ 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 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%

+ Bonus Qualification include experience with

+ Interceptas

+ Splunk

+ Salesforce


+ Tableau

+ Advanced Excel Techniques

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

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

Job: Technology

Primary Location: United States

Schedule Full-time

Req ID: 21025699

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Job Posting: JC194930408

Posted On: Oct 15, 2021

Updated On: Oct 31, 2021