Account Manager

As an Account Manager at finera., you will take full ownership of a portfolio of merchants, ensuring they consistently gain value from our payment solutions. You will nurture long-term, trusted relationships, deeply understand each merchant's operations, and deliver proactive guidance that drives performance, optimisation, and retention.

This role spans the full customer lifecycle, from supporting seamless onboarding through to ongoing growth and strategic development. By working closely with cross-functional teams, you will anticipate needs, resolve challenges, identify opportunities for expansion, and ensure every merchant receives a reliable, high-quality experience.

• 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.
  
  

• 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.