Relationship Manager, Customer Success

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

Brink’s has been a trusted partner in securing commerce for more than 165 years. Together, every Brink’s Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

GENERAL SUMMARY: 

Do you enjoy talking on the phone, building and maintaining relationships? Then you might be the person we are looking for!  The candidate in this position is responsible for educating new and existing customers on features and functions of PAI Reports and providing exemplary support. We work closely with Direct Sales and other departments within PAI to maximize sales opportunities, and help customers increase operational efficiencies. The individual will need to be highly motivated, a self-starter, detail oriented, and experienced with Microsoft Office. The person will operate in a fast paced, dynamic, and challenging environment and they must be passionate, accepting of a changing environment and constantly looking to influence the future outlook of the company

ESSENTIAL DUTIES AND TASKS:

• Provide over-all support to include; educating and training partners on PAI Reports (Wizards & Reports), reconciling accounts, researching issues, updating workflows and call tickets, and assisting with paperwork and tasks as assigned

• Take incoming queue/direct calls and emails from merchants and internal departments

• Understand, resolve, and escalate the problems and challenges of SRP/CRB and identify ways to address those needs

• Build positive and long-term relationships for business growth; understand their business objectives by providing exemplary support and resolution

• Work closely with Sales to maximize sales opportunities, and help partners increase operational efficiencies

• Able to make inbound and outbound calls to identify key indicators to prevent possible attrition and to assess high-risk and/or breach of contract or service issues.
• Track and monitor account activity in an effort to identify merchants that have stopped processing; properly close all related accounts by month end.
• Maintain up-to-date knowledge of the ATM industry, as well as PAI’s products and services provided

• Communicate industry changes and company developments to the customer, as well as within the organization

• Act as a liaison between the customer and all PAI internal departments

• Identify trends in issues that may affect customer satisfaction levels and communicate to management

• Follow-up on outstanding issues

• Some travel may be required for conferences, build relationships and educate new customers on PAI Reports

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Relationship Manager, Customer Success role include:

• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything

• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect

• Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis

• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Strong analytical and problem-solving abilities.

• Communication: Excellent skills in communicating both verbally and in written form in a clear, concise and professional manner

• Ability to organize and set priorities

• Must possess strong analytical and problem-solving abilities with strong attention to detail

MINIMUM QUALIFICATIONS:

• High School Diploma required

• College Degree preferred

• Experience in the ATM industry preferred

• Call Center or Account Management a plus

• Some travel may be necessary

COMPUTER / APPLICATIONS SKILLS:

• Proficiency in Microsoft Office Suite; Outlook, Word, and Excel
• Proficiency in Sales Force and phone systems

• Working knowledge of PAI Reports preferred

• Must be capable of learning new software and applications

WORKING CONDITIONS:

This work is performed in a business office setting. Must be able to see, hear, speak and listen. Must be an excellent listener. Constant moving (up/down/around the office area) to address questions and provide coaching. Able to stay on the phone for over 80% of the work day. Continuous looking at dual computer screens. Daily contact with management and with co-workers. Work can be stressful and requires a calm, patient demeanor. Lifting of 10 pounds or less, which can be accommodated.

What’s Next? 

Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.