We are seeking a Senior Key Account Manager to lead our efforts in delivering exceptional service and nurturing long-term relationships with our merchants. In this role, you will oversee our Key Account Management team, ensuring they meet performance targets and capitalize on cross-selling opportunities to drive account activity and profitability. Your primary focus will be on enhancing merchant satisfaction, retention, and overall account success to optimize revenue growth while contributing to the dynamic growth of our business development department.

Responsibilities:

• Utilize extensive experience in both online and offline payments, including e-commerce and POS, to drive success.
• Foster strong relationships with existing key merchants, serving as their main point of contact for inquiries and issues.
• Develop and execute strategies to drive merchant success in alignment with sales targets and performance metrics.
• Proactively engage with merchants to understand their needs and provide tailored solutions to maximize value.
• Analyze key account performance to identify opportunities for upselling and additional value-added services.
• Facilitate cross-team learning to improve communication and collaboration, acting as a resource for issue resolution.
• Collaborate with various departments to ensure timely resolution of merchant issues and effective communication.
• Ensure compliance with service level agreements (SLAs) and merchant expectations, driving continuous improvement.
• Negotiate pricing and contractual terms within established parameters.
• Gather merchant feedback and insights to inform product development efforts.
• Develop and execute retention strategies and merchant success programs to foster lasting relationships and maximize profitability.
• Oversee the creation and delivery of regular reports on merchant success metrics and account performance.