Account Manager - SMB

About the Role

In this role, you'll be the primary point of contact for your assigned portfolio of customers, working with them to integrate Plaid's products, launch new applications, and expand their use of financial data. Your expertise in digital sales and relationship management will be essential in navigating complex customer challenges and identifying new upsell opportunities.

Plaid's Account Management team is a key driver of the company's growth, and as a member of this team, you'll have the opportunity to make a significant impact on the business. With a strong focus on customer empathy and a deep understanding of the fintech industry, you'll be well-positioned to succeed in this role and drive long-term growth for Plaid's customers.

What You Will Do

• Own the overall relationship with your portfolio of SMB customers, developing and executing customized growth strategies to drive revenue expansion
• Build strong partnerships with C-Suite executives and product teams to retain and grow revenue, identifying new upsell opportunities and leading commercial negotiations for contract renewals
• Collaborate with cross-functional teams, including sales, risk, legal, finance, and marketing, to deliver tailored solutions that meet the unique needs of each customer
• Work with customers to integrate and launch Plaid's products, providing technical support and guidance throughout the onboarding process
• Identify and solve complex customer challenges through creative problem-solving and collaboration with internal stakeholders
• Develop a deep understanding of customers' priorities, motives, and key drivers, using this knowledge to inform growth strategies and improve customer satisfaction
• Stay up-to-date with industry trends and developments, applying this knowledge to drive innovation and growth in Plaid's customer base
• Provide regular reporting and insights to internal stakeholders, including sales performance, customer satisfaction, and market trends
• Participate in the development of processes and tools to support the growth of Plaid's customer base, contributing to the continuous improvement of the company's account management capabilities
• Collaborate with the sales team to identify new business opportunities and drive revenue growth through strategic account planning and execution

What We Are Looking For

• 2-4 years of demonstrated relationship management and sales experience, preferably in the fintech or financial services industry
• Customer empathy and a deep desire to see customers succeed, with a strong focus on building long-term relationships and driving revenue growth
• Desire to get technical and the ability to learn the ins and outs of Plaid's APIs and products, with a strong understanding of financial services and technical products
• Intellectual curiosity and a willingness to learn and adapt in a rapidly changing environment
• Executive-level communication skills, both written and verbal, with the ability to negotiate commercial contracts and lead strategic discussions with C-Suite executives
• Strong sales experience, with a proven track record of driving revenue growth and expanding customer relationships
• Ability to work with all types of people and build long-lasting relationships, with a strong focus on customer satisfaction and retention
• Experience working in a high-growth, ever-changing environment, with a willingness to adapt and evolve in response to changing market conditions
• Strong analytical and problem-solving skills, with the ability to identify and solve complex customer challenges through creative problem-solving and collaboration with internal stakeholders

Nice to Have

• Experience working with financial institutions, payment processors, or other fintech companies, with a strong understanding of the regulatory environment and industry trends
• Familiarity with Plaid's products and APIs, with a willingness to learn and adapt to new technologies and solutions
• Experience working in a remote or distributed team environment, with a strong focus on communication, collaboration, and teamwork
• Certification in sales, marketing, or a related field, with a strong understanding of industry best practices and emerging trends
• Experience working with CRM systems, sales analytics tools, and other software applications, with a willingness to learn and adapt to new technologies and solutions

Benefits and Perks

• Competitive salary and benefits package, with a strong focus on rewards and recognition for high-performing employees
• Opportunity to work with a leading fintech company, with a strong focus on innovation and growth
• Collaborative and dynamic work environment, with a strong focus on teamwork, communication, and employee satisfaction
• Professional development opportunities, including training, mentorship, and education programs
• Flexible work arrangements, including remote work options and flexible hours, with a strong focus on work-life balance and employee well-being
• Access to the latest technologies and tools, including Plaid's products and APIs, with a willingness to learn and adapt to new solutions and emerging trends
• Recognition and rewards for outstanding performance, including bonuses, stock options, and other incentives, with a strong focus on recognizing and rewarding high-performing employees
• Comprehensive health insurance, retirement savings, and other benefits, with a strong focus on supporting the physical, emotional, and financial well-being of employees
• Paid time off, including vacation, sick leave, and holidays, with a strong focus on work-life balance and employee satisfaction

• Develop a deep understanding of Plaid's products and APIs, including the company's technical capabilities and limitations, to effectively communicate with customers and drive revenue growth.
• Build strong relationships with C-Suite executives and product teams, focusing on empathy, trust, and mutual understanding, to drive long-term growth and customer satisfaction.
• Stay up-to-date with industry trends and developments, applying this knowledge to drive innovation and growth in Plaid's customer base, and to identify new business opportunities and emerging threats.
• Leverage internal stakeholders, including sales, risk, legal, finance, and marketing teams, to deliver tailored solutions that meet the unique needs of each customer, and to drive revenue growth and customer satisfaction.
• Be prepared to negotiate commercial contracts and lead strategic discussions with C-Suite executives, focusing on creative problem-solving, collaboration, and mutual understanding, to drive long-term growth and customer satisfaction.
• Develop a strong understanding of financial services and technical products, including the regulatory environment and industry trends, to effectively communicate with customers and drive revenue growth.
• Focus on building long-term relationships and driving revenue growth, rather than just closing deals, to drive long-term success and customer satisfaction.