Account Manager

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Comprehend the distinct needs and objectives of each client.

• Track and evaluate client account performance, ensuring prompt resolution of issues.

• Discover opportunities for upselling additional services or features.

• Serve as the primary contact for any client issues or concerns.

• Oversee client Zendesk tickets and escalate issues when necessary.

• Collaborate with internal teams to swiftly and effectively address client concerns.

• Create and implement annual client success plans that align with business goals.

• Assist with contract renewals and negotiations to enhance retention and satisfaction.

• Utilize data analytics to evaluate performance and propose enhancements.

• Provide regular reports on KPIs and client health metrics.

• Represent clients internally to drive improvements in products and services.

• Work together with global Account Managers to ensure a consistent client experience.

• Keep precise records of client communications, billing, and contractual obligations.

• Equip clients with resources and training to maximize service value.

• Engage with clients frequently through calls, emails, and on-site visits when relevant.

⛳️ Requirements

• 5–7 years of experience in account management, sales, or customer success, specifically supporting enterprise-level clients in fintech or SaaS industries.

• Familiarity with the cards and payments sector, particularly issuing.

• Strong urgency and responsiveness to client requirements.

• Capacity to understand new technologies and a genuine interest in fintech and payment innovations.

• Proficient time management and multitasking abilities to handle multiple clients across different time zones.

• Resilient attitude with the capability to operate under pressure and focus on achieving successful outcomes.

• Exceptional analytical and data interpretation skills.

• Strong negotiation and communication abilities, both written and verbal.

• Detail-oriented with a customer-centric approach.

• Proficiency in Mandarin / Cantonese and English.

🏝️ Benefits

• At Paymentology, it’s not solely about developing excellent payment technology; it’s about fostering a company where individuals feel a sense of belonging and their work is valued.

• You’ll join a diverse, global team that is sincerely dedicated to making a positive difference through our endeavors.

• Whether collaborating across time zones or engaging in initiatives that benefit local communities, you will find genuine purpose in your work — along with the freedom to thrive in a supportive, forward-thinking environment.