About the Role
You will lead and oversee the daily operations of the Account Management team, ensuring effective portfolio management and consistent delivery of high quality client service. You will mentor and develop Account Managers through regular performance reviews, coaching, and professional guidance. You will build and maintain strong relationships with key and strategic clients, ensuring high engagement, proactive communication, and exceptional client satisfaction. You will monitor account performance and growth opportunities, supporting the team in driving revenue through upselling, cross-selling, and renewals. You will act as the primary escalation point for complex client issues, coordinating with internal teams to ensure timely and effective resolutions. You will establish and maintain structured account management processes, including reporting, account planning, and CRM documentation. You will collaborate with Sales, Product, Operations, and Compliance teams to ensure seamless service delivery and alignment with client needs. You will analyze client performance data and deliver actionable insights and reports to senior management. You will ensure all account management activities comply with internal policies, procedures, and regulatory requirements.
Requirements
- 5+ years of experience in the payments industry, with a strong understanding of payment ecosystems and merchant operations.
- 3+ years of experience working with high-risk industries, preferably within iGaming or similar verticals.
- 2+ years of leadership experience, managing or mentoring Account Managers or client-facing teams.
- Strong commercial mindset with a focus on revenue growth, upselling, and cross-selling
- Proven leadership and team management skills, with the ability to motivate and develop high-performing teams
- Strong client relationship management skills and a proactive approach to problem-solving
- Excellent communication and interpersonal skills, with the ability to interact confidently with clients and internal stakeholders
- Strong analytical and strategic thinking, able to interpret data and identify opportunities for account growth
- Resilience and adaptability, comfortable managing complex client situations and dynamic environments
- Fluent English and Russian
- Willingness to travel for business, including industry conferences and client meetings
Responsibilities
- Lead and oversee the daily operations of the Account Management team, ensuring effective portfolio management and consistent delivery of high-quality client service.
- Manage, mentor, and develop Account Managers through regular performance reviews, coaching, and professional guidance.
- Build and maintain strong relationships with key and strategic clients, ensuring high engagement, proactive communication, and exceptional client satisfaction.
- Monitor account performance and growth opportunities, supporting the team in driving revenue through upselling, cross-selling, and renewals.
- Act as the primary escalation point for complex client issues, coordinating with internal teams to ensure timely and effective resolutions.
- Establish and maintain structured account management processes, including reporting, account planning, and CRM documentation.
- Collaborate with Sales, Product, Operations, and Compliance teams to ensure seamless service delivery and alignment with client needs.
- Analyze client performance data and deliver actionable insights and reports to senior management.
- Ensure all account management activities comply with internal policies, procedures, and regulatory requirements.