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.TasksClient 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.
RequirementsWhat 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.
