Merchant Client Service Team Lead - Cross Sales & Installation and Technical Support

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About the Job

The Merchant Client Service Team Lead - Cross Sales & Installation and Technical Support is responsible for leading revenuegenerating crosssell initiatives across the existing merchant portfolio ("back book") while overseeing the Installation and Technical Support (ITS) function. This role balances client servicing excellence, sales execution, and technical onboarding leadership.

The Team Lead drives incremental revenue through proactive client outreach, targeted campaigns, and consultative conversations including lease renewals, equipment upgrades, account repapering, and migration to the Surcharge Pricing Program. In parallel, the role manages the ITS team responsible for gateway onboarding, account activations, technical setup, and training to ensure a seamless merchant experience.

The Team Lead serves as an escalation point for complex client issues, partners closely with Sales, Relationship Managers, Product, Pricing, and Technology teams, and delivers insights to leadership to improve client retention, adoption, and overall portfolio profitability.

Essential Job Functions

• Drive incremental revenue across the existing merchant portfolio through crosssell and upsell initiatives
• Design, execute, and manage proactive outreach campaigns to support portfolio growth, retention, and client engagement.
• Partner with Product, Sales, and Portfolio Management teams to identify crosssell opportunities and support conversion efforts.
• Track, analyze, and report performance of crosssell initiatives and campaign outcomes.
• Lead and manage the Installation and Technical Support (ITS) team, ensuring effective onboarding and activation of merchant accounts.
• Oversee setup, configuration, training, and ongoing technical support for gateways.
• Ensure timely and accurate account activations, system integrations, and merchant readiness.
• Act as an escalation point for complex technical onboarding or gateway issues.
• Develop and maintain ITS procedures, training materials, and knowledge resources.
• Lead resolution of escalated and complex client issues, coordinating with internal and external partners as needed.
• Maintain Service Level Agreements (SLAs), quality, and accuracy of client responses.
• Lead operational readiness and client support for new product launches.
• Partner with internal teams to recommend process improvements that enhance efficiency, client experience, and revenue performance.
• Ensure accurate and uptodate forms, contracts, and agreements are in use.
• Create, analyze, and deliver ad hoc and recurring reports related to servicing, cross sales, onboarding, and performance metrics.
• Partner with internal teams to recommend process improvements that enhance efficiency, client experience, and revenue performance.

Required Qualifications:

• Five + years in financial services; acquiring, accounting and client escalation management experience.
• Demonstrated experience in cross sales, portfolio growth, or revenue generation
• Strong background in client escalation management and complex issue resolution
• Experience leading or supporting technical onboarding, implementation, or gateway support
• Strong analytical, problemsolving, and decisionmaking skills
• Excellent written and verbal communication skills
• Proven ability to lead teams in a fastpaced, evolving environment
• Strong organizational and time management skills with attention to detail
• Strong proficiency in Microsoft 365 tools including Excel, PowerPoint, Outlook, Teams, and SharePoint; ability to use data, dashboards, and reporting to drive decisionmaking.
• Ability to influence, drive change, and foster strong crossfunctional partnerships
• Clientfocused mindset with a commitment to exceeding service and revenue expectations

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel Requirements

• No travel required

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.