Relationship Specialist, SMB

About Paysafe 
Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,000 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com. 

Your career starts here. Help us build and deliver innovative payment solutions.

This role is based in Jacksonville, Florida and offers a blend of 3 in office working days and 2 remote working days during the work week.

Position Overview:

As a Relationship Specialist, you will serve as the primary liaison for a portfolio of high-value merchants, focusing on cultivating long-term relationships, driving growth, and enhancing retention. You will conduct regular check-ins, proactively assess merchant satisfaction, and address escalations with a premium service approach. Leveraging insights from internal dashboards, you will identify processing anomalies, mitigate attrition risks, and develop strategic outreach plans for contract renewals, competitive positioning, and new product adoption.

In this role, you will act as a trusted advisor, providing expert guidance on chargeback mitigation, PCI compliance, surcharging, cash discounting, and other industry best practices. Success in this position requires a combination of relationship management, strategic analysis, and cross functional collaboration to ensure an outstanding merchant experience.

Responsibilities

• Develop and maintain strong relationships with key decision-makers and influencers within your assigned merchant portfolio.
• Act as a trusted advisor, understanding clients' business objectives, challenges, and industry dynamics to provide tailored recommendations.
• Ensure a superior merchant experience through proactive engagement, problem-solving, and dedicated support.
• Identify opportunities for growth within existing accounts by analyzing business needs and proposing relevant solutions.
• Execute cross-selling and upselling strategies to align products and services with merchant objectives, increasing revenue potential.
• Consistently meet and exceed sales quotas, contributing to overall team and company revenue targets. • Conduct structured monthly or quarterly business reviews in collaboration with team leadership to assess performance and explore additional opportunities for strategic partnerships.
• Evaluate key account metrics, including transaction volume, revenue growth, customer satisfaction, attrition rates, and retention efforts.
• Proactively address risks and processing anomalies using data insights, mitigating potential churn or competitive threats.
• Negotiate contracts, pricing structures, and agreements to ensure mutually beneficial partnerships.
• Provide guidance on chargeback inquiries, PCI compliance certification, surcharging, cash discounting, and other industry best practices.
• Collaborate with internal teams—including Product, Customer Success, Risk/Underwriting, Marketing, Legal, and Sales—to deliver seamless support and exceptional service.
• Manage escalations, resolve merchant concerns efficiently, and ensure issues are directed to the appropriate department for resolution.
• Stay informed on the latest trends, regulatory changes, and competitive developments within the payments industry.
• Share insights and best practices with clients and internal stakeholders, positioning your role as a thought leader in merchant success.

Requirements 

• A Bachelor's degree in Business, Marketing, Finance, or a related field, or an equivalent combination of education and experience in lieu of a degree.
• 1+ years’ of prior experience in Account Management, Customer Service, or a client-facing role.
• Experience in the payments industry or a similar field is highly preferred.
• Demonstrated expertise in communication, negotiation, and relationship management.
• Strong analytical abilities, problem-solving proficiency, and sound decision-making skills. • Ability to thrive both independently and collaboratively in a dynamic, fast-paced environment.
• Proficiency in Microsoft Office, CRM software, Salesforce, and other relevant business tools.

Life at Paysafe: 

One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3000 members of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact. 

Equal Employment Opportunity 

Paysafe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination of any type with regards to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.