Senior Account Manager - Johannesburg

Description

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.

As a Senior Account Manager at Paymentology, you will be at the heart of our business, nurturing relationships with our most critical and high-value client accounts, fostering trust-based relationships, and identifying opportunities for growth and expansion.

What you get to do:

Client Relationship Management:

• 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.

Account Strategy and Planning:

• 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.

Service Delivery and Client Feedback:

• 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.

Business Development and Growth:

• Identify and pursue opportunities for upselling and cross-selling.
• Drive contract renewals and leverage strategic insights to add value and enhance client satisfaction.

Reporting and Data Analysis:

• Prepare and present detailed reports on KPIs during strategic meetings.
• Continuously track annual success plan achievements and make strategic recommendations.

Leadership and Training:

• 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.

Problem Solving and Conflict Resolution:

• 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.

Cross-functional Collaboration:

• 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

What it Takes to Succeed:

• 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.

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.