Senior Account Manager

At Paymentology, we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa cards at scale - across more than 60 countries.

Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of a network of regional hubs. It's this global reach and innovation that sets us apart.

We’re looking for a Senior Account Manager to provide strategic guidance to our key clients, ensuring the highest level of satisfaction while driving growth and expansion opportunities. This role is crucial in developing comprehensive success plans, analysing performance metrics, and proactively addressing challenges to align our services with client business objectives.

If you're experienced in managing high-value client relationships, delivering strategic insights, and driving customer success within a fast-paced, global environment, this is your opportunity to make a significant impact.

What you get to do::

Planning & Strategy

• Develop and implement comprehensive Success Plans tailored to each client’s strategic goals and business objectives.
• Provide strategic insights and guidance to align Paymentology services with client long-term vision.
• Review and analyse client performance metrics regularly, ensuring alignment with objectives and proactively addressing issues.
• Set up and lead key client meetings including Weekly Operational Reviews, Monthly Performance Reviews, Quarterly Business Reviews, and Annual Steering Committees.
• Continuously assess progress, gather feedback, and refine strategies to maximise client success.

Client Relationship Management

• Manage critical and high-value client accounts as the primary point of contact.
• Build and maintain strong, trust-based relationships with key stakeholders and senior executives.
• Act as a client advocate within Paymentology, ensuring their needs are represented and addressed.

Service Delivery & Client Experience

• Ensure timely and successful delivery of solutions aligned with client needs and expectations.
• Drive initiatives to gather and analyse client feedback, improving overall client experience.
• Develop and execute strategies to enhance satisfaction and minimise churn.
• Monitor client health indicators and proactively implement retention strategies.

Business Growth

• Identify and pursue upselling and cross-selling opportunities aligned with client needs.
• Drive contract renewals and negotiations, leveraging insights to enhance value and satisfaction.

Reporting & Insights

• Prepare and present detailed KPI reports during strategic meetings such as QBRs.
• Track and report on Success Plan achievements, providing strategic recommendations.
• Utilise data analytics to identify opportunities for improvement and growth.

Leadership & Mentorship

• Provide mentorship and guidance to account managers and team members.
• Foster a client-centric culture and lead by example.
• Deliver training, workshops, and thought leadership to both internal teams and clients.

Problem Solving & Collaboration

• Act as the senior escalation point for client issues, ensuring timely resolution.
• Identify risks early and implement proactive solutions.
• Collaborate cross-functionally with product, sales, and marketing teams to align strategies and deliver value.

What you can look forward to::

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

Travel:
10% - 25%

What it takes to succeed:

• 8–10 years of experience in account management, client relationship management, or similar roles working with enterprise or high-value clients.
• Strong experience working in fast-paced, dynamic environments with an agile mindset.
• Proven ability to manage enterprise-level clients and complex stakeholder relationships.
• Excellent analytical skills with the ability to interpret client data and provide actionable insights.
• Strong negotiation and contract management skills.
• Exceptional communication skills, both written and verbal in English.
• High attention to detail and strong organisational and multitasking abilities.
• Demonstrated leadership capability and ability to mentor others.
• Resilience and ability to perform under pressure while maintaining a focus on outcomes.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook.
• Experience in 24/7 operational environments is highly advantageous.
• Bachelor’s degree in Business, Finance, Technology, or a related field preferred.