Head of Account Management

Head of Account Management

Company: PSP provider

— Leading a team of account managers (4 KAMs): setting goals, distributing client portfolios, developing and motivating the team — Responsible for key metrics of the direction: customer retention (retention/churn), revenue growth per client (upsell/cross-sell) — Personally managing a pool of strategic clients and participating in complex negotiations and escalations — Building and standardizing client work processes: onboarding, regular reviews, account development plans, churn risk management — Building an analytics and reporting system for the client portfolio for management: account health, revenue dynamics, forecasts, bottlenecks

— Has experience with high-risk merchants — Has experience managing a team of account managers or customer service for at least 3 years — Has worked with international clients in various geographies — Has managed a department using metrics: retention, churn, NRR, upsell, and can explain how they influenced them — Has successful experience in retaining and developing key accounts, including complex negotiations — Has built client work processes from scratch or significantly improved them — Is proficient in CRM and analytics, enjoys numbers and systematic approaches — Has English proficiency at C1 level — Is comfortable working remotely in a distributed team and is located outside the Russian Federation

We are not looking for someone who:

— Sees account management as "maintaining relationships" rather than managing revenue and retention — Has never managed a team and is not willing to be responsible for the results of other people

— Fully remote work (location — outside the Russian Federation) — A leadership role with direct impact on revenue and client retention — Competitive salary (base + bonus tied to department metrics) — Work with international clients and a distributed team