Account Manager

Role Overview

As an Account Manager, you will be responsible for maintaining strong client relationships and ensuring satisfaction with PaySaxas' products and services. Acting as the primary liaison between clients and internal teams, you will address concerns, resolve issues, and provide ongoing product support.

This role focuses on delivering exceptional service, driving revenue growth, and maximizing retention by building and maintaining trusted client relationships while identifying upselling and cross-selling opportunities

Key Responsibilities

Client Onboarding and Training:

• Take full ownership of the PaySaxas onboarding process, including coordination of KYC/KYB reviews and handling ongoing compliance requests.
• Oversee the onboarding process for new clients, ensuring a seamless transition and successful implementation of PaySaxas solutions.
• Onboard clients with correspondent banks.
• Provide product training and ongoing support to help clients maximize the value of PaySaxas' offerings.

• Assist clients with account access, resolve technical issues related to document uploading, and provide guidance on correct document formats.

   

Client Relationship Management:

• Serve as an escalation point for key clients, ensuring high levels of satisfaction and timely resolution of issues.
• Collaborate with the Account Executive, Finance, Compliance, IT, and product teams to ensure client needs are met and exceeded.
• Own the client lifecycle from onboarding through ongoing relationship management, ensuring long-term client success, retention, and growth

Problem Solving and Escalations:

• Act as the first point of contact for client concerns, resolving issues in a timely and effective manner.
• Escalate complex issues to relevant teams and follow through to resolution.

Revenue Growth:

• Identify and drive upselling and cross-selling opportunities across the client base.
• Collaborate with the Account Executives’ team to support expansion deals.
• Develop strategies to increase client adoption of products and services.

Operational Excellence:

• Maintain accurate records of client interactions, progress, and outcomes in the CRM system.
• Utilize data and analytics to measure performance and identify areas for improvement.

Reporting and Analytics:

• Monitor client health metrics and develop proactive strategies to mitigate churn risks.
• Deliver regular reports to senior leadership on client performance, satisfaction, and revenue growth.
• Analyze market trends and client feedback to inform business strategy.

Required Skills and Qualifications

• Experience: 3+ years of experience in account management or client success roles (preferably in FinTech, SaaS).
• Industry Knowledge: Experience working with financial services, fintech clients, payment systems, or technology-driven solutions is a plus.
• Relationship Management: Proven ability to manage and grow strategic B2B client relationships while ensuring high customer satisfaction.
• Tools: Proficiency with CRM tools (e.g., Zoho CRM, HubSpot, Jira).