Head of Account Management

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Lead, mentor, and develop the KAM team by establishing clear performance standards, conducting one-on-one meetings, and creating individual development plans for each manager.

• Take ownership of the department's OKR and KPI framework, including Approval Rates, Conversion Rates, Volume Growth, and Net Revenue Retention.

• Recruit and onboard new Account Managers as the business expands; create onboarding materials and internal training initiatives.

• Cultivate a 'Business Owner' mentality within the team, transitioning from reactive support to proactive revenue generation.

• Personally oversee the top-tier merchant portfolio, serving as a strategic advisor and trusted partner, rather than merely a point of contact.

• Enhance revenue within the existing portfolio by upselling new payment methods, cross-selling Utorg products, and boosting processing volumes.

• Conduct quarterly business reviews (QBRs) with key stakeholders, emphasizing performance metrics, ROI, and growth plans.

• Examine client transaction data to pinpoint drops in conversion rates, revenue leakage, and untapped volume opportunities.

• Formulate and implement the Account Management strategy, which includes client segmentation, tiering, and retention playbooks.

• Represent the voice of the merchant within Utorg: work alongside Integration, Support, Legal, Finance, and Product teams to ensure seamless client experiences.

• Provide the Product team with competitive insights and market intelligence that directly contribute to conversion and revenue enhancements.

• Collaborate with Sales and BD teams to guarantee smooth client transitions and alignment on commercial terms and pricing.

⛳️ Requirements

• Over 6 years of experience in Account Management, Customer Success, or Business Development, specifically in the FinTech or Payments sector.

• More than 2 years in a leadership or management position, with a proven history of building and scaling Account Management teams.

• A thorough understanding of payment rails, the merchant lifecycle, and processing economics is crucial for this role.

• Proven experience managing high-volume merchant relationships and negotiating commercial agreements.

• Proficiency in Russian and English (B2+/C1) is essential.

🏝️ Benefits

• Flexible work arrangements