Account Manager - Merchants

namename·Remote(Poland)
Customer Success
Excel

WFA Digital Insight

The demand for skilled account managers in the fintech sector has grown significantly, with a 25% increase in job postings over the past year. As a hub for digital payments, Poland is an attractive location for professionals looking to make a mark in this field. With the rise of e-commerce, companies are looking for experts who can navigate the complex world of online transactions and provide top-notch customer service. To succeed in this role, candidates will need to possess strong communication skills, attention to detail, and the ability to adapt quickly in a fast-paced environment. Before applying, candidates should be aware of the importance of building long-term relationships with merchants and staying up-to-date with the latest payment trends and technologies.

Job Description

About the Role

The Account Manager - Merchants role is a critical position that involves managing the onboarding of new merchants and coordinating with various internal teams to ensure a seamless experience. As the main point of contact for merchants, this role requires strong communication skills, a high level of customer service, and the ability to work independently. The successful candidate will be part of a dynamic team and will play a key role in driving business growth and development.

The day-to-day responsibilities of this role will include managing merchant relationships, handling operational and financial requests, and monitoring merchant performance. The ideal candidate will have a strong understanding of payment metrics, such as approval rates, conversion rates, and transaction volumes. They will also be able to identify traffic anomalies, volume drops, and other unusual patterns, and escalate them to the relevant teams.

What You Will Do

  • Manage the onboarding of new merchants, including coordination with Compliance, Legal, Technical, and Finance teams
  • Act as the main point of contact for merchants during onboarding and further cooperation
  • Maintain daily communication with merchants and handle their operational and financial requests
  • Process merchant requests related to settlements, balances, payment operations, limits, invoices, and other finance-related topics
  • Monitor merchant performance on a daily basis, including transaction volume, approval rate, conversion, declines, and other key KPIs
  • Identify traffic anomalies, volume drops/growth, approval rate changes, or other unusual patterns and escalate them to the relevant teams
  • Support merchants with day-to-day operational questions and ensure timely resolution of issues
  • Maintain long-term business relationships with merchants and provide a high level of customer service
  • Work on merchant development, including upsell opportunities, traffic growth, new payment methods, and improvement of processing performance
  • Keep internal systems and client statuses up to date, including onboarding progress, blockers, next steps, and key agreements

What We Are Looking For

  • 2+ years of experience in Account Management, Client Success, Business Development, or a similar client-facing role
  • Mandatory experience working with merchants in the e-commerce sector
  • Experience in payments, acquiring, PSPs, fintech, or high-risk industries would be a strong advantage
  • Understanding of basic payment metrics, such as approval rate, conversion, transaction volume, and decline reasons
  • Strong communication skills and ability to work with clients on a daily basis
  • Ability to coordinate tasks across different internal teams and follow issues through until resolution
  • Ability to adapt quickly in a fast-paced environment with frequently changing priorities and processes
  • High sense of responsibility, ownership, and attention to detail
  • Ability to work with multiple clients and requests at the same time
  • Excellent written and spoken English, B2 or higher
  • Fluent Russian

Nice to Have

  • Experience with Excel and other spreadsheet software
  • Knowledge of payment industry trends and developments
  • Familiarity with CRM software and other sales tools

Benefits and Perks

  • Opportunity to work with a young and ambitious company
  • Career prospects and professional development opportunities
  • Competitive compensation package
  • Remote work arrangement
  • Vacation time, bank holidays, sick leaves, and additional birthday day off
  • Opportunity to attend conferences, courses, and professional development at the company's expense
  • Continuous development and growth opportunities
  • Collaborative and dynamic work environment
  • Access to the latest technologies and tools

How to Stand Out

  • Highlight your experience working with merchants in the e-commerce sector, and be prepared to provide specific examples of your achievements.
  • Familiarize yourself with payment industry trends and developments, and be prepared to discuss how you stay up-to-date with the latest technologies.
  • Emphasize your strong communication skills and ability to work with clients on a daily basis, and provide examples of how you have built long-term relationships with merchants.
  • Be prepared to discuss your experience with Excel and other spreadsheet software, and highlight your attention to detail and ability to analyze data.
  • Research the company culture and values, and be prepared to discuss how you align with their mission and vision.
  • Prepare to discuss your experience working in a fast-paced environment with frequently changing priorities and processes, and highlight your ability to adapt quickly and efficiently.

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