Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share -- or the condo you rented this weekend -- without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience. 

About the Position
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.

This requires a dynamic individual with impeccable written and verbal communication skills, a track record of successful project execution, and an unnatural love for analyzing data and solving problems - all while being consultative and entrepreneurial in approach.

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 Asian Pacific/Australian markets (4pm CST - 12am CST) as well as continue to support our European merchants (5am CST - 1pm CST).

Being that the goal is to provide an optimal merchant experience, this role is not commission based.

Responsibilities:

• Build and maintain lasting relationships with Braintree merchants

• Provide business support for our merchants via incoming emails/phone calls and in-person meetings

• Perform revenue analysis for clients to ensure their needs are being met efficiently

• Perform transaction processing analysis to optimize merchants’ processing activity

• Educate customers on new features and changes, both in Braintree’s product and in the payments industry at large

• Work closely with our support, sales, underwriting, marketing, and product teams to help deliver exceptional customer experiences

• Identify and execute improvements on our current processes, tools, reporting and documentation

Requirements:

• 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, but not required

What You’ll Learn  

How to survive and thrive in a high-energy, fast-paced environment - You will be given responsibility as you show a desire and ability to stretch. If you are getting comfortable, we will give you the opportunity to challenge yourself.  

How to make an impact in a growth stage company - We encourage you to identify inefficiencies and give you the support and tools to solve them starting in Week 1. Seniority doesn’t rule here; the best ideas win.  

How to optimize your organizational skills - At any given time, you’ll be juggling your merchant relationships, multiple time-sensitive inquiries, and on-going projects.  

The Payments Industry - You’ll become an expert on every aspect of payment and credit card processing.   

The Tech Industry - We get to work closely with some of the most exciting and innovative companies on the Web. If you’re not an early-adopter now, you will be.

Important Note: Interested candidates should use his/her cover letter to tell us how they fit the bill as a mix of analytical savvy, can-do attitude, amazing organizational skills and an omni-present scrappiness. Try not to let formalities get in the way of communication. The way we relate to our customers is by being down to earth and keeping things simple.