Job Description

Overview:

To support the Asia Incentives Team as a trusted advisor to strategic enterprise clients. You will drive customer success through proactive solutioning, strategic account planning, and close collaboration with internal product, engineering, and sales teams. Your goal is to help clients unlock the full potential of our technology, ensuring seamless adoption, integration, and long-term satisfaction.
Responsibilities:
Lead internal coordinator for new partner onboarding and client integration ensuring seamless transitions and alignment with business objectives Provide enterprise-level support and service activities for major clients, acting as a trusted advisor and strategic partner Build and nurture strong, strategic relationships with key clients by deeply understanding their business objectives, challenges, and success metrics. Serve as the primary point of contact for major client escalations and complex technical issues, driving swift resolution in collaboration with support and engineering teams. Partner with account team to develop comprehensive account plans, success strategies, and joint business objectives Identify and implement opportunities for service improvements and cost reduction, contributing to operational efficiency and enhanced client value. Lead the resolution of service incidents and escalate technical issues as needed to maintain service excellence and client satisfaction. Collaborate proactively with internal and external stakeholders to deliver high-quality project outcomes on time and within scope. Drive business growth by identifying opportunities to position Blackhawk's solutions in alignment with client goals and strategic initiatives. Deliver data-driven insights and consultative recommendations to help clients optimize outcomes and capture measurable value. Develop a strong understanding of Blackhawk's products and how they support various customer engagement and incentive strategies. Promote product adoption through capabilities demos, onboarding sessions, training, and regular business reviews. Channel customer feedback to internal teams to inform product development and improve service offerings Collaborate with the Sales team to operationalize and scale both new and existing client programs. Create and execute growth strategies for two major accounts, ensuring alignment with broader business objectives and client success. Builds relationships with key clients Understands the needs of key clients including the tools and techniques that the client requires Identifies technical solutions for many issues that clients may face, escalating when needed Collaborates with cross-functional teams to deliver customer-pleasing results

Qualifications:
BA + 5+ years' experience tech consulting or equivalent relevant experience Deep knowledge of the organization's products and technology. Strong communication and interpersonal skills Proven hands-on technical experience. Proven experience managing complex multi-stakeholder relationships across technical and business units Knowledge of Gift Card, Loyalty, or Prepaid category is ideal Expert knowledge of client account services and industry best, with a strong understanding of strategic account management Proficiency with client account management software, CRM tools, and systems integration; experience supporting major clients is highly desirable. Strong verbal and written communication skills, with the ability to understand and explain technical solutions to non-technical stakeholders Excellent time management, planning, and multitasking abilities in a fast-paced, rapidly changing environment. Strategic, collaborative outlook with a high level of initiative, energy, and enthusiasm. Hands-on experience or familiarity with systems integration, or data platforms is often a plus Proven track record of successfully influencing in a matrixed organization Strong organizational and project management skills, with ability to manage multiple priorities and deliver high-quality outcomes Effective presentation and consultative skills, with a focus on delivering client value and driving business growth. Highly motivated with strong level of initiative, energy, and enthusiasm. Accustomed to working in a fast paced, rapidly changing environment. Strong interpersonal skills with the ability to liaise with people at all levels and build beneficial relationships. Extensive planning & organisation skills Strategic, collaborative outlook Excellent time management and ability to multitask * Required to come into office 3 days a week