Account Manager

Account Manager
Company: Fintech Startup
Location: Fully Remote
Employment Type: Full-time (Contractor)
Reporting To: Head of Operations

About Company & Role
K2-18 PAY is an international payment company operating with payment providers and merchants across various GEOs. We are looking for an Account Manager to support our BDM / Sales team in preparing merchants for launch and to take full ownership of daily operational account management following the first successful traffic and formal handover.
This role is ideal for someone who thrives on data order, excels at client communication, and reliably drives tasks to completion. The day-to-day work involves managing spreadsheets, operational documentation, structured follow-ups, and in-depth analysis of merchant performance metrics.

Key Responsibilities

• Merchant Onboarding & Handover: Prepare payment flows; maintain updated details on GEOs, currencies, banks, and payment methods; collect KYB documentation and URLs; support pre-launch preparation; and officially take over account management after initial successful traffic.
• Daily Merchant Operations & Support: Handle operational queries, adhere to SLAs, conduct disciplined follow-ups, coordinate responsible internal teams, and keep merchants informed on issue status.
• Payment Metrics Monitoring: Perform daily monitoring of traffic, volume, transaction counts, conversion rates, declines, and anomalies across merchants, GEOs, banks, payment methods, and providers.
• Incident Management: Identify operational issues, gather required details, assign responsible teams, route requests to Support / Tech / FinOps, track resolution timelines, and escalate critical or overdue items.
• Payment Methods & Operational Changes: Manage the onboarding and offboarding of payment methods, banks, GEOs, and URLs; coordinate changes with providers and internal teams; and ensure accurate deployment.
• CRM & Documentation Management: Keep all merchant details, active methods, routing configurations, GEOs, URLs, agreements, incidents, contacts, and open items accurate and up to date.
• Operational Analytics & Reporting: Prepare weekly and monthly reports covering volumes, conversion rates, declines, anomalies, incidents, and key operational changes.
• Partnership Development: Identify merchant needs for new GEOs, banks, payment methods, or expanded payment capabilities, passing qualified opportunities to BDM / Sales.

Pre-Launch Support for BDM / Sales
Prior to merchant launch, the Account Manager provides operational and administrative assistance to BDM / Sales:

• Draft payment flows, collateral, and commercial proposals based on agreed terms.
• Maintain current reference information for banks, payment methods, currencies, and GEOs.
• Collect KYB documents and facilitate URL approvals.
• Attend meetings, record agreed terms, assign action items, set deadlines, and define next steps.
• Manage follow-ups, ensure timely receipt of required materials, and maintain CRM records.

Note: BDM / Sales remains the owner of merchant acquisition, sales, commercial negotiations, pricing, commissions, payout terms, final commercial conditions, and driving the merchant to their first successful traffic.-----Key Expectations

• Independently manage merchant operations post-handover and track open items until resolution.
• Maintain a 2-hour SLA, promptly assign ownership, conduct follow-ups, and escalate critical or overdue issues.
• Conduct daily performance checks on active merchants (traffic, volumes, conversion, declines, anomalies) and react quickly to significant shifts.
• Keep CRM, Notion, spreadsheets, and operational documentation (methods, GEOs, URLs, routing) strictly updated.
• Communicate clearly and professionally with merchants, providers, and internal teams while documenting action items and deadlines.
• Deliver accurate weekly and monthly operational reports with clear context on metric fluctuations.
• Exercise high attention to detail with data and payment configurations, verifying critical updates before and after applying changes.
• Maintain confidentiality and strictly observe established operational boundaries.

Requirements:

• Strong proficiency in Excel / Google Sheets and handling large datasets.
• Proven experience working with CRM systems and updating client and operational data.
• Solid analytical skills: ability to evaluate traffic, transaction volumes, conversion rates, decline rates, and spot anomalies.
• Fundamental understanding of payment processing systems and the transaction lifecycle.
• Solid understanding of payment routing logic and principles of transaction routing between providers and payment methods.
• Ability to work efficiently with operational documentation, payment flows, merchant configurations, and high volumes of information.
• Strong attention to detail, particularly regarding routing setups, payment parameters, and merchant settings.
• Ability to independently handle multiple concurrent tasks, manage deadlines, and maintain strict follow-up discipline.
• Experience coordinating cross-functional efforts between merchants, providers, and internal teams.
• English level B2 or higher, suitable for clear written and verbal business communication with merchants, providers, and partners.
• Readiness for routine operational tasks: performance monitoring, data updates, configuration checks, and daily task tracking.

Nice to Have / Preferred Qualifications:

• Operational account management or B2B client support experience.
• Background in Fintech, Payments, iGaming, Banking, Crypto, or E-commerce.
• Hands-on experience working directly with payment providers and payment methods.
• Practical knowledge or experience setting up, supporting, or modifying payment routing configurations across multiple providers, methods, banks, and GEOs.
• Familiarity with key industry concepts and terms: merchant, provider, payment method, traffic, conversion, decline, URL approval, KYB, settlement, transaction statuses.
• Experience using Notion for documentation and operational reporting.
• Experience implementing changes to existing routing (connecting/disconnecting providers/methods, updating parameters, and conducting post-change verification).

What is Out of Scope for This Role

• New Lead Generation & Sales: Cold outreach, owning initial sales, driving first successful traffic, commercial upsells, and expansion negotiations are managed by BDM / Sales.
• Commercial Conditions: Setting or altering pricing, commissions, payout terms, or final commercial agreements (AM prepares proposals solely based on pre-approved terms).
• Technical Engineering: Performing direct technical integrations or specialized TechOps/Support engineering tasks.
• Financial Calculations & Accounting: Financial reconciliation, settlements, balance tracking, fee auditing, refunds, and chargeback processing are handled by FinOps (AM routes inquiries and coordinates communication).

What we Offer: 

- Fully remote role

- Flexible working arrangements

- Paid vacations & sick leaves

- Growth opportunities