• Manager II, Client Services

    Sales, Business Development & Account Management
    Position Type
    Location : Location
  • About Blackhawk Network:

    Blackhawk Network Holdings, Inc. is a global financial technology company and a leader in connecting brands and people through branded value solutions. Blackhawk platforms and solutions enable the management of stored value products, promotions and rewards programs in retail, ecommerce, financial services and mobile wallets. Blackhawk’s Hawk Commerce division offers technology solutions to businesses and direct to consumers. The Hawk Incentives division offers enterprise, SMB and reseller partners an array of platforms and branded value products to incent and reward consumers, employees and sales channels. Headquartered in Pleasanton, Calif., Blackhawk operates in 26 countries. For more information, please visit blackhawknetwork.com, cashstar.comhawkcommerce.comhawkincentives.com or our product websites GiftCards.comgiftcardmall.comGiftCardLab.com and OmniCard.com.


    The Manager of Client Services leads a team of Account Managers and Account Specialist and plays an active role in the day-to-day management of assigned clients.  This role is responsible for ensuring the highest level of client satisfaction by proactively monitoring KPI’s as well as regular participation in client engagements and activities.  This position requires daily interaction and collaboration with all support throughout the company including Operations, IT, Marketing, Finance and Fulfillment.  The Manager will report to the Sr. Director of Client Services.


    Primary Duties/Responsibilities:

    • Manages and leads a team of account managers and account specialist.
    • Develop, maintain and grow the client relationship and rapport at a higher level
    • Owns client issue escalation and resolution process.
    • Continuous professional development and process improvement, implement policies and procedures within Client Services team
    • Ensure a high level of service through proactive communication and monitoring of assigned accounts
    • Provide sales support for existing and prospective clients
    • Lead, mentor and develop a team of Account Managers and Specialists.
    • Responsible for the hiring, firing and performance management of the employees within the department.
    • Ensure documentation and processes are in compliance with department standards and look for opportunities for improvement
    • Review of client programs to assess strategic direction and growth opportunities
    • Active participant in the leadership team, providing client status, feedback and insight.



    Requirements (Education, Certification, Training and Experience)

    • Bachelor Degree preferred or equivalent experience
    • 8+ Years Client Support/Account Management Experience
    • 3+ Years Management/Supervisory Experience


    Qualifications (knowledge, skills, and abilities)

    • Demonstrated strong leadership / management skills.
    • Exceptional verbal and written communication skills.
    • Ability to communicate clearly and effectively in both written and verbal formats, and experience presenting to small and large groups.
    • Strong computer skills. Proficient in MS Word, Excel, and PowerPoint.
    • Ability to lead, manage, develop, and grow a team.
    • Excellent organizational and problem-solving skills.
    • Results oriented and driven individual.
    • Ability to handle multiple projects and tasks.
    • Customer focused.
    • Proven ability in client relationship building and customer lifecycle management.
    • Strong collaboration skills.


    Physical Demands/Work Environment

    • Travel less than 5% of time


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