As the Account Management Team Lead, you will lead the Account Management function, ensure an outstanding client experience, and drive commercial success across a portfolio of strategic clients. You will mentor and develop Account Managers while collaborating closely with Sales, Product, Operations, and Compliance teams to deliver exceptional service and long-term client value.
Responsibilities
- Lead and oversee the daily operations of the Account Management team, ensuring effective portfolio management and consistent delivery of high-quality client service.
- Manage, mentor, and develop Account Managers through regular performance reviews, coaching, and professional guidance.
- Build and maintain strong relationships with key and strategic clients, ensuring high engagement, proactive communication, and exceptional client satisfaction.
- Monitor account performance and growth opportunities, supporting the team in driving revenue through upselling, cross-selling, and renewals.
- Act as the primary escalation point for complex client issues, coordinating with internal teams to ensure timely and effective resolutions.
- Establish and maintain structured account management processes, including reporting, account planning, and CRM documentation.
- Collaborate with Sales, Product, Operations, and Compliance teams to ensure seamless service delivery and alignment with client needs.
- Analyze client performance data and deliver actionable insights and reports to senior management.
- Ensure all account management activities comply with internal policies, procedures, and regulatory requirements.
Requirements
- 5+ years of experience in the payments industry, with a strong understanding of payment ecosystems and merchant operations.
