Role summary

The Relationship Manager owns a portfolio of Canadian merchant clients and is accountable for net revenue growth, retention, and client satisfaction across in-store, e Commerce, and omnichannel payment solutions. The RM leads commercial strategy, pricing, and contract negotiations; orchestrates cross‑functional engagement with Implementation, Risk, Product, and Service; and acts as the client’s strategic advisor on payments, fraud, and checkout optimization. This role combines portfolio management with targeted opportunities to expand share of wallet and deliver durable margin growth.

Scope

• Portfolio: Merchants across diversified industries; mix of card-present and e Commerce.
• Revenue responsibility: Own and grow portfolio net revenue, margin, and volume targets.
• Autonomy: Operates independently on complex accounts; escalates strategically.
• Geography: Canada-wide.
• Travel: Up to 10%.

Job Responsibilities

• Growth and Retention

• Build and execute account plans to deliver net revenue and margin growth targets.

• Drive cross-sell of product offerings (e.g. gateways, fraud tools, reporting/analytics, value-added services) in coordination with partners.

• Lead pricing and repricing strategies; model commercial outcomes and manage portfolio targets.

• Develop, maintain, and convert a healthy pipeline in targeted cross-sell opportunities.

• Client Advisory and Solutioning

• Serve as the trusted advisor on payments optimization, omnichannel journeys, acceptance cost, chargebacks, and fraud mitigation.

• Translate client requirements into solution roadmaps; partner with key stakeholders to deliver successful go-lives and feature adoption.

• Guide merchants on network nuances and checkout best practices.

• Commercial Execution

• Own end‑to‑end commercial motions: proposals, term sheets, negotiations, and contract execution

• Coordinate with Risk/Underwriting and Compliance to ensure KYC/AML diligence and merchant activation readiness

• Manage renewals, RFPs, and competitive positioning; defend and expand market share

• Portfolio Health and Governance

• Run disciplined portfolio reviews: volume trends, attrition risks, margin growth/compression.

• Forecast accurately and maintain CRM hygiene; deliver weekly, monthly, and quarterly cadences.

• Proactively manage escalations and systemic issues; drive root‑cause resolution with internal and external teams.

• Uphold firmwide controls and policies.

• Internal Leadership

• Represent client voice to Product, Risk, and Operations; influence roadmap and service outcomes.

• Share insights, contribute to best-practice playbooks.

Required qualifications, capabilities and Skills

• 3–8+ years in payments/acquiring, merchant services, or B2B RM/sales with a demonstrable track record in portfolio growth, retention, and margin management.
• Deep knowledge of card schemes and Canadian market specifics: Visa, Mastercard, Amex, Interac, domestic debit routing, interchange and assessments, chargebacks and fraud, gateway and tokenization concepts.
• Experience negotiating commercial contracts: pricing schedules with interchange/assessments pass-through, gateway or value‑added services, and term provisions.
• Familiarity with risk and compliance requirements including KYC/AML for merchant onboarding, PCI DSS.
• Strong analytical skills: portfolio diagnostics, trend analysis, and deal modeling; proficiency with Excel and CRM tools; ability to build executive-ready materials in PowerPoint.
• Excellent negotiation, communication, and executive presence; comfort engaging senior client stakeholders (Finance, Product, Technology, and Executive teams).
• Bachelor’s degree or equivalent experience.
• Bilingual English/French.

Success metrics

• Net revenue and margin expansion across the portfolio.
• Activation of new or expanded solutions.
• Retention and churn within target thresholds; pricing yield and win/loss conversion.
• Pipeline quality and forecast accuracy; CRM hygiene and cadence adherence.
• Service outcomes and client satisfaction.
• Risk/compliance adherence.

Working model

• Full time in North York office; travel to client sites and occasional cross‑Canada travel as needed.