Role Summary
As a Key Account Manager, your pivotal role involves ensuring the satisfaction and retention of our valued merchants. You will proactively engage with existing merchants, understand their needs, and provide exceptional support to enhance their after-sale experience. In addition to fostering strong relationships and addressing inquiries, you will actively pursue revenue-generating opportunities through strategic cross-selling of our diverse range of products and services. Your goal is not only to ensure customer satisfaction but also to guarantee that all assigned Merchant accounts are not only retained but also consistently contribute to profitability through the identification and promotion of relevant offerings tailored to each merchant's unique requirements.
Responsibilities:
- Crafting merchant specific account development plans focusing on revenue generation.
- Building high touch, consultative and positive relationships with our merchants through
regular and open communications.
- Delivering expertise, education, and guidance to merchants as they craft and complete a comprehensive, payments strategy.
- Analyze and monitor merchant's performance and provide recommendations to improve
the payment flow and revenue.
- Focusing on exceeding strategic and financial targets of our merchants by analyzing active payment products, transaction volumes, and service levels.
- Understanding the intricacies of our products, services and partner networks thoroughly to leverage as needed to meet our merchants needs.
- Collaborating with various teams across the company e.g. Sales, Legal, Integration,
Support to ensure an outstanding merchant experience.
- Proactively identify opportunities for upselling additional services and features.
- Act as the main point of contact for merchants, addressing inquiries, concerns, and
resolving issues promptly while collaborating with internal teams to ensure timely
resolution of technical and operational challenges.
- Implement retention strategies to minimize merchant attrition and re-engage merchants
to ensure accounts profitability.
- Oversee merchants settlements with the finance team, ensuring accurate and timely
processing of transactions.
- Develop and execute strategies to achieve sales targets, ensuring alignment with KPIs to measure and track key accounts success and the overall business performance.
- Stay informed about the features and updates of our payment processing products to
educate merchants on new features and functionalities.
- Gather feedback from merchants regarding our products and services and communicate
feedback to the product development team for continuous improvement.
- Maintain accurate records of customer interactions and transactions to generate regular
reports on customer satisfaction, issue resolution, and other relevant metrics and report
to management.
Requirements
- Bachelor's degree in business, Finance, or a related field.
- Experience in merchant acquiring, preferably in FinTech, banking, payments, or any
relevant industries.
- Proven 3-5 years of experience in customer success, Key account management, or a
similar client-facing role.
- Understanding of payment processing technologies, including payment gateways and POS solutions.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with the ability to handle challenging situations.
- Detail-oriented with strong organizational and multitasking abilities.
