.. submitted virtually by customers and offering in-person customer support! What You Will Do Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone Ensure low to medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction .. outros
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. We already have a team of amazing Account Managers who work across four different continents and now we need you! As a Account Manager at Paymentology, you will be responsible for delivering world-class service to our key clients across the European region. Our main goal is to be a “trusted advisor” to our clients, not just a “service provider” when it comes to payment solutions. You will work with your team across our portfolio of clients; adding value, deepening the relationships, and enabling our clients' businesses to thrive. What you get to do:: Account Management: Monitor and analyse client account performance. Act as the primary point of contact for client issues or concerns. Maintain oversight on all client Zendesk tickets and escalate where necessary. Coordinate with respective internal teams to resolve issues promptly. Understand individual client setups and environments in detail. Ensure clients are up to date on monthly invoicing. Provide clients with resources and training to maximise the value of our services. Client Experience: Gather feedback from clients to understand their needs and concerns. Advocate for clients within the organization to drive improvements. Create annual client success plans highlighting their annual objectives. Proactively identify opportunities for upselling additional services or features. Assist with contract renewals and negotiations. Monitor client health and implement initiatives to retain at-risk clients. Build and maintain strong relationships with key client stakeholders. Data Analysis and Reporting: Use data analytics to assess client performance and identify areas for improvement. Regularly report on key performance indicators (KPIs) and make data-driven recommendations. Report quarterly on annual success plan tracking and achievements. Make recommendations/changes as required. Communications: Establish and maintain strong client relationships through regular on-site visits (if applicable), telephone/Zoom calls, and email communication. Work closely with external partners (card schemes, banks, vendors, etc.), suppliers, plus internal teams like Growth, Customer Support, and Technical. 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: 20% - 30% What it takes to succeed: Bachelor’s degree in Business Administration, Marketing, Finance, or a related field is preferable but not mandatory. 7 years of experience in account management, sales, or customer service supporting premier/enterprise-level clients, in fintech or SaaS companies. Previous experience in the payments domain and of managing stakeholders. Time management and multitasking skills to handle multiple tasks and clients across time zones at once. Previous exposure to working in a quickly changing environment and an agile mindset to navigate change. Exposure to an industry or business that runs 365/24/7. A strong sense of urgency and the ability to jump on client requests as they come up. An ability to grasp new technologies, in addition to demonstrated interest in working for a fast-paced fintech at the cutting edge of global payment technology. A resilient mindset, ability to work under pressure, and focus on successful outcomes. Excellent analytical skills for tracking and interpreting client data Strong negotiation skills to renegotiate contracts and pricing with clients. Attention to detail Excellent verbal and written communication skills in English. The ability to recognise opportunities for new services and products and to act accordingly, taking measured risks into account. The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organisation’s costs and benefits into account.