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Channel Portfolio Specialist

Reston, VA, USA Req #125
Tuesday, October 29, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster, and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow, and beyond.  With more than 100,000 clients and two decades delivering smart, easily integrated business solutions, Paya has a proud and proven track record.  We are all about growth and success for our partners and their customers.

Job Summary: Support existing merchant accounts and processing volume by overseeing and performing inbound/outbound retention for an assigned portfolio of customers. This includes all accounts identified for being at risk, high value or by the ERP sales channel as needing additional oversight and management.
position is solely responsible maintaining our existing merchant base to drive growth. Management and retention of merchants is achieved through relationship management for strategic accounts which may include developing new business opportunities and maintaining and retaining current profitable business relationships. These accounts will increase revenue for SPS division. In addition, this role is responsible for providing support/assistance to ERP sales leaders through add-on sales, demos, upgrades to existing accounts, or migration to additional products/services while delivering an extraordinary customer experience.

Key accountabilities & decision ownership:

1.      Management and Retention Efforts: Lead retention efforts to maintain or increase volume retention across the Paya portfolio

·        During customer escalation or save opportunity, develop and maintain relationships within the Merchant’s business.

·      Handle high-volume and seasonal portfolios with over$100k in monthly volume in negotiating with merchants on contract renewals, pricing changes and delivery of new services in an effort to renew and/or strengthen the bond between Paya and the Merchant.

·       Provide frontline resolutions for handling escalated calls, written/email inquiries and ticket queue escalations.

·       Possess sufficient knowledge of Merchant business  practices to provide consultative suggestions for improvements and best processing practices.

·        Maintain client base and corresponding retention volume through a proper processing analysis, negotiation of rates/fees and any Paya products/services that increase the loyalty of Paya and our core products and services.

·        Foster exceptional working relationships across internal departments (Technical Operations, Merchant Support
and Service, Product Management, etc) in order to deliver a  positive customer experience and understand
products/services available to retain and renew merchants.



Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Salary
  • Reston, VA, USA