Senior Account Manager

4 weeks ago

Johannesburg, Gauteng, South Africa Paymentology Full time
Job Summary

We are seeking a highly skilled Senior Account Manager to join our team at Paymentology. As a key member of our client-facing team, you will be responsible for nurturing relationships with our most critical and high-value client accounts, fostering trust-based relationships, and identifying opportunities for growth and expansion.

Key Responsibilities
  • 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.
  • 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.
  • 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.
  • Identify and pursue opportunities for upselling and cross-selling.
  • Drive contract renewals and leverage strategic insights to add value and enhance client satisfaction.
  • Prepare and present detailed reports on KPIs during strategic meetings.
  • Continuously track annual success plan achievements and make strategic recommendations.
  • 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.
  • 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.
  • 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

To succeed in this role, you will need:

  • 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.

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.

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