Account Manager

Job Description

Job Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proven track record in a customer-facing role, ideally within the FinTech or technology sector, demonstrating an ability to develop relationships, understand customer needs, and drive value.
• Excellent communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels.
• Strong analytical and strategic thinking skills, with the ability to use data to inform decisions and strategies.
• Proficient in CRM and other customer success tools, with a preference for Salesforce experience.
• Ability to work independently in a dynamic, fast-paced environment.
• Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.
• English and Russian speaker highly valued.
• Strong proficiency in integrating AI tools into daily workflows to drive efficiency, quality, and innovation

Strategic Relationship Management

• Act as the primary point of contact for your assigned clients, building strong, strategic relationships with key stakeholders.
• Develop a deep understanding of each client’s goals, challenges, and workflows to provide tailored support and actionable recommendations.

Onboarding & Adoption

• Support new clients through a smooth onboarding experience, ensuring they gain full value from our services.
• Deliver insightful performance analysis that enhances product adoption and drives greater engagement.

Customer Insight, Improvement & Innovation

• Gather, interpret, and present customer feedback to identify opportunities for product and service improvements.
• Collaborate with internal teams to prioritise enhancements based on clients’ needs and market trends.

Retention, Growth & Upselling

• Monitor customer health, anticipate risks, and implement proactive strategies to reduce churn.
• Identify upsell opportunities that support both merchant growth and increased lifetime value.

Reporting & Data-Driven Strategy

• Prepare and present regular performance reports to merchants, leveraging data to inform strategy and continuously improve outcomes.
• Use insights to propose optimisation opportunities and strengthen clients’ performance.

Cross-Functional Collaboration

• Work closely with sales, onboarding, risk/compliance, finance, and support teams to deliver a cohesive client experience.
• Act as the internal advocate for your merchants, ensuring their needs are clearly communicated and prioritised.

Issue Resolution & Merchant Advocacy

• Manage and resolve complex issues with urgency and professionalism.
• Escalate matters appropriately while maintaining merchant confidence and trust.

Content & Resource Development

• Contribute feedback on educational materials, documentation, and support resources.
• Suggest improvements and assist with implementing updated content where required.

Account Management Strategy & Planning

• Support the development and execution of the broader account management strategy, aligning with company objectives.

Community Engagement

• Strengthen client relationships by fostering community involvement through group channels or organised events that encourage networking and shared learning.

Performance & KPI Ownership

• Track and improve key account management metrics such as NPS, CSAT, retention, and portfolio growth.

Market & Competitor Awareness

• Stay informed on industry developments, competitor movements, and emerging trends to proactively support merchant needs and maintain a competitive edge.

Job Benefits

• Competitive salary package aligned with experience and market standards.
• Medical Insurance starting from day 1.
• Access to training resources and development opportunities that support your professional growth.
• Well-stocked office with snacks, drinks, and refreshments available daily.
• A multinational organisation that promotes a strong, collaborative culture
• Regular team-building events and company activities that strengthen collaboration across teams.