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Lead Client Relationship Executive

2 months ago

Johannesburg, Gauteng, South Africa Paymentology Full time

At Paymentology, we pride ourselves on being the premier global issuer-processor, empowering banks and fintechs with the technology, expertise, and support necessary to efficiently issue and manage Mastercard, Visa, and UnionPay cards across over 50 countries.

Our sophisticated, multi-cloud infrastructure, which provides both shared and dedicated processing solutions, extensive global reach, and enhanced real-time data capabilities, distinguishes us as the frontrunner in the payments industry.

As a Senior Account Manager at Paymentology, you will play a pivotal role in our operations, cultivating relationships with our most significant and high-value client accounts, building trust-based partnerships, and uncovering avenues for growth and development.

Key Responsibilities

Client Relationship Management:

  • Oversee critical and high-value client accounts, acting as their primary point of contact.
  • Establish and nurture trust-based relationships with key client stakeholders, serving as their advocate within the organization.

Account Strategy and Planning:

  • Formulate and execute comprehensive Success Plans tailored to each client's strategic objectives and business goals.
  • Offer strategic insights and guidance to clients, aligning our services with their long-term aspirations.
  • Regularly assess and analyze client performance metrics.
  • Facilitate and lead essential 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 effective delivery of solutions.
  • Manage client expectations and spearhead initiatives to gather feedback.
  • Develop and implement strategies to enhance customer satisfaction and reduce 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 maximize 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 organizational goals, as well as with other Account Managers to ensure a unified, high-quality experience across all regions.
Qualifications

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 serving as a senior account manager.
  • Ability to thrive in a fast-paced, dynamic environment with an agile mindset.
  • Familiarity with businesses that operate 24/7.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Excellent multitasking and time management skills.
  • Skilled in resolving client issues and conflicts.
  • Strong abilities in tracking and interpreting client data.
  • Experienced in renegotiating contracts and pricing with key clients.
  • Meticulous attention to detail.
  • Excellent verbal and written communication skills in English.
  • Highly self-motivated and willing to take ownership and initiative.

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.