Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team, and experience to rapidly issue and process Mastercard, Visa, and UnionPay cards across more than 50 countries, at scale.
Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence, and richer, real-time data, set us apart as the leader in payments.
As a Senior Account Manager at Paymentology, you will be at the heart of our business, nurturing relationships with our most critical and high-value client accounts, fostering trust-based relationships, and identifying opportunities for growth and expansion.
Tasks
Client Relationship Management:
Manage critical and high-value client accounts, serving as their main point of contact.
Develop and maintain trust-based relationships with key client stakeholders, acting as their advocate within the organisation.
Account Strategy and Planning:
Develop and implement comprehensive Success Plans tailored to each client's strategic goals and business objectives.
Provide strategic insights and advice to clients, aligning our services with their long-term vision.
Regularly review and analyse client performance metrics.
Organise and lead necessary meeting cadences such as Weekly Operational Reviews, Monthly Performance Reviews, Quarterly Business Reviews, and Annual Steering Committees with clients.
Service Delivery and Client Feedback:
Ensure timely and successful delivery of solutions.
Manage client expectations and drive initiatives to gather feedback.
Develop and implement strategies to enhance customer satisfaction and minimise churn.
Monitor client health indicators and proactively implement measures to retain at-risk clients.
Business Development and Growth:
Identify and pursue opportunities for upselling and cross-selling.
Drive contract renewals and leverage strategic insights to add value and enhance client satisfaction.
Reporting and Data Analysis:
Prepare and present detailed reports on KPIs during strategic meetings.
Continuously track annual success plan achievements and make strategic recommendations.
Leadership and Training:
Provide clients with advanced training and resources to maximise the value of our services.
Conduct workshops and seminars to educate clients on industry trends, best practices, and innovative solutions.
Problem Solving and Conflict Resolution:
Address and resolve client issues promptly and effectively.
Identify potential problems early and develop proactive solutions to mitigate risks.
Serve as the senior escalation point for client issues.
Cross-functional Collaboration:
Collaborate with product, marketing, and sales teams to align client strategies with organisational goals, as well as with other Account Managers to ensure a unified, high-quality experience across all regions.
Requirements
What it Takes to Succeed:
Higher education in management, marketing, or business preferred but not required.
8-10 years in key account management or client relationship management, preferably in a global SaaS environment related to financial services.
Experience in the payments domain and stakeholder management.
Experience leading a team or being a senior account manager.
Ability to work in a fast-changing environment with an agile mindset.
Familiarity with businesses that operate 24/7.
Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Excellent multitasking and time management skills.
Proficient in resolving client issues and conflicts.
Strong skills in tracking and interpreting client data.
Experienced in renegotiating contracts and pricing with key clients.
Meticulous attention to detail.
Excellent verbal and written communication in English.
Highly self-motivated and willing to take ownership and initiative.
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