Account Manager - Europe
Paymentology
- Lisboa
- Permanente
- Horário completo
- Monitor and analyse client account performance.
- Act as the primary point of contact for client issues or concerns.
- Maintain oversight on all client Zendesk tickets and escalate where necessary.
- Coordinate with respective internal teams to resolve issues promptly.
- Understand individual client setups and environments in detail.
- Ensure clients are up to date on monthly invoicing.
- Provide clients with resources and training to maximise the value of our services.
- Gather feedback from clients to understand their needs and concerns.
- Advocate for clients within the organization to drive improvements.
- Create annual client success plans highlighting their annual objectives.
- Proactively identify opportunities for upselling additional services or features.
- Assist with contract renewals and negotiations.
- Monitor client health and implement initiatives to retain at-risk clients.
- Build and maintain strong relationships with key client stakeholders.
- Use data analytics to assess client performance and identify areas for improvement.
- Regularly report on key performance indicators (KPIs) and make data-driven recommendations.
- Report quarterly on annual success plan tracking and achievements. Make recommendations/changes as required.
- Establish and maintain strong client relationships through regular on-site visits (if applicable), telephone/Zoom calls, and email communication.
- Work closely with external partners (card schemes, banks, vendors, etc.), suppliers, plus internal teams like Growth, Customer Support, and Technical.
20% - 30%What it takes to succeed:
- Bachelor’s degree in Business Administration, Marketing, Finance, or a related field is preferable but not mandatory.
- 7 years of experience in account management, sales, or customer service supporting premier/enterprise-level clients, in fintech or SaaS companies.
- Previous experience in the payments domain and of managing stakeholders.
- Time management and multitasking skills to handle multiple tasks and clients across time zones at once.
- Previous exposure to working in a quickly changing environment and an agile mindset to navigate change.
- Exposure to an industry or business that runs 365/24/7.
- A strong sense of urgency and the ability to jump on client requests as they come up.
- An ability to grasp new technologies, in addition to demonstrated interest in working for a fast-paced fintech at the cutting edge of global payment technology.
- A resilient mindset, ability to work under pressure, and focus on successful outcomes.
- Excellent analytical skills for tracking and interpreting client data
- Strong negotiation skills to renegotiate contracts and pricing with clients.
- Attention to detail
- Excellent verbal and written communication skills in English.
- The ability to recognise opportunities for new services and products and to act accordingly, taking measured risks into account.
- The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organisation’s costs and benefits into account.