Role Purpose:
The Account Manager (AEC) will serve as the primary point of contact for merchants after onboarding, ensuring a seamless experience with AE Coin as a payment method through the AEC Wallet. This role focuses on delivering exceptional post-sales support, resolving merchant issues, providing training, and keeping merchants informed about new features, updates, and best practices. The Account Manager will also collaborate across departments to ensure technical resolutions and implement tailored marketing initiatives for merchants.
Job Objective:
To maintain strong relationships with onboarded merchants by addressing their needs, resolving complaints promptly, and ensuring they maximize the benefits of AEC Wallet's scan-to-pay technology. The goal is to drive merchant satisfaction, retention, and increased transaction volumes through proactive support and cross-functional collaboration.
Key Responsibilities:
- Act as the first point of contact for merchant inquiries and complaints.
- Troubleshoot and resolve technical or operational issues related to AEC Wallet usage by collaborating with tech team.
- Conduct induction sessions and refresher training for merchants on AEC Wallet payment processes and scan-to-pay features.
- Provide guidance on best practices to optimize payment acceptance.
- Keep merchants informed about new features, system updates, and any service-related changes.
- Share proactive communications on potential issues and resolutions.
- Build trust-based relationships with merchants to ensure long-term engagement.
- Gather feedback to improve product functionality and merchant experience.
- Responsible to coordinate with Marketing to arrange for branded QR code stands as and when required.
- Track merchant transaction activity and identify opportunities for increased usage.
- Collaborate with internal teams to address recurring issues and enhance service quality.
Experience & Knowledge:
- Bachelor's degree in business administration, Finance, or a related field.
- 3+ years in account management, client servicing, or customer success within fintech, payments, or related industries.
- Experience handling enterprise or merchant accounts and resolving complaints.
- Proven ability to handle multiple account management projects at a time, while maintaining sharp attention to detail.
Competencies & Skills:
- Background in banking, fintech, or digital wallet services.
- Strong interpersonal and communication skills.
- Familiarity in digital payment systems, wallets, virtual assets, and blockchain-based solutions.
- Basic understanding of payment integration and troubleshooting processes.
- Multilinguals are preferred (Arabic, Hindi, English, etc) preferred.
