Jonathan Germain Email & Phone Number

Irvine, Ca

• Manage largest corporate accounts, acting as the main liaison and representative of company• Grew annual revenue 12% year over year• Provide exemplary client account management with 0% attrition since hire date• Lead major client implementation projects across portfolio of all product offerings

- Maintained and expanded all strategic accounts equaling 70-80% of all corporate revenue- Managed relationship with key operational partners including sponsor bank, network partner, and fulfillment house- Responsible for vetting and onboarding of all new accounts including due diligence, bank approval, program parameters on network partner platform, set-up at Fulfillment, program launch, and ongoing client support. Increased corporate revenues through expansion of key existing accts and acquisition of new business. - Directly responsible for the management of the Customer Service, Client Support, and Sales departments.- Established outstanding rapport and relationships with all assigned corporate clients - Develop strategic marketing strategies and campaigns for existing and new sales prospects.- Continuously develop a comprehensive sales pipeline / funnel through incoming leads and cold calling opportunities. - Accountable for managing all receivables and collections for all assigned clients.- Reconciled, analyzed, and sent daily txn settlement reports to sponsor bank.- Pulled, Prepared, and evaluated MasterCard QMR reports for the sponsor bank and MasterCard- Continuous training, management, and monitoring of all client account representatives to maximize client satisfaction and increase overall retention of existing clients.- Continuous learning, adapting and awareness to regulatory changes affecting the payment industry.- Responsible for recruitment and hiring of new talent.- Resolve all escalated issues for approximately 100 corporate accounts. - Negotiate terms, pricing, and service commitments for new and existing accounts.- Perform SWAT analysis of company product offerings to ensure corporate competitiveness and strategy performance.- Monitor and test corporate products and services to identify and resolve issues.

- Directly managed up to 15 client account executives and customer service representatives with the Customer Service and Client Relations department.- Managed third party Customer Service support Call Center - Implemented process improvements, updated policies and procedures, and benchmarked best practices through customer feedback, customer surveys, and analysis of service metrics.- Continuous collaboration with all departments within the organization to ensure the highest level of customer satisfaction.- Responsible for screening, selecting, and training of all new hire employees within the department.- Acted as first level of contact for all escalated issues for all corporate and financial clients.

- Responsible for the establishment of new business and expansion for existing client accounts within the assigned territory.- Led cross-functional teams through strategic planning, creative solution development, and implementation of new ideas to improve operational performance and profitability.- Developed proposals, client presentations, applications, and agreements for potential clients.- Compiled and reported statistical data based on territory sales achievements for executive management review. - Led the corporate sales division through planning, forecasting, acquisition opportunities, and continuous execution of marketing plan.