Key Account Manager

About the role

The Key Account Manager is a client‑facing role responsible for ensuring the high satisfaction, growth, and retention of our merchant clients. This role directly impacts our company's profitability by ensuring optimal utilization of our software and payment processing solutions.

Key responsibilities

• Oversee the customer onboarding process, ensuring efficient product setup and service implementation tailored to each merchant's unique business needs.
• Develop and maintain strong relationships with merchants, understanding their needs and business processes to provide the most suitable solutions.
• Foster high levels of user activity and increase the usage of our payment processing solutions among clients.
• Develop strategies to maximize customer lifetime value, encouraging renewals, upsells, and cross‑sells.
• Act as the point of escalation for customer issues, coordinating with internal teams to resolve them in a timely and satisfactory manner.
• Monitor client satisfaction levels and gather client feedback to drive service improvements.

Required profile

• Proven experience as a Key Account Manager or similar customer‑facing role.
• Experience as a Team Lead in a Call Center is a plus.
• Familiarity with payment processing services is a plus.
• Exceptional communication and relationship management skills.
• Strong problem‑solving capabilities and resilience in the face of challenges.
• Ability to work with cross‑functional teams.
• High level of empathy and customer‑centricity.
• Bachelor's degree in Business or a related field.