Regional Account Manager

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

📋 Description

• Ensure the success, retention, and sustainable growth of client portfolios.

• Enhance customer lifetime value by integrating relationship management with strategic development.

• Manage the entire customer lifecycle from onboarding to renewal.

• Track key performance indicators related to adoption, usage, and satisfaction, including NPS, CSAT, and Health Score.

• Actively prevent churn and guarantee timely renewals.

• Align solution usage with clients' business goals and strategic objectives.

• Promote increased maturity adoption and realization of value.

• Discover upsell and usage expansion opportunities within the current customer base.

• Work with Marketing to create customized growth plans.

• Present business cases and ROI analyses for new implementations or module extensions.

• Monitor Exit ARR, Net Revenue Retention, and Expansion ARR.

• Act as a trusted advisor to executives and key stakeholders of clients.

• Conduct Quarterly Business Reviews to showcase value and outcomes.

• Collect feedback and actionable insights for Support, Product, and Marketing teams.

• Coordinate internal teams, including Risk Consultants, Product, and User Enablement.

• Engage in onboarding, training, virtual or onsite shadowing, and initial project activities.

⛳️ Requirements

• Bachelor's degree in Technology, Business, or a related field.

• Over 10 years of experience in a customer-facing position, encompassing issue resolution, relationship management, and stakeholder engagement.

• Strong knowledge of fraud prevention, ideally within banking or acquirer contexts.

• Capacity to analyze data and deliver actionable insights.

• Results-oriented approach focused on customer satisfaction.

• Outstanding communication, presentation, and interpersonal abilities.

• Skill in conveying technical concepts to both technical and non-technical audiences.

• Proficiency in challenging, negotiating, influencing, and persuading stakeholders.

• Ability to work independently and take ownership and accountability.

• Technical and problem-solving abilities, including identifying root causes of challenges.

• Project management capabilities and strong organizational skills, including reporting proficiency.

• Commercial awareness and business acumen.

• Fluent in English, both written and verbal.

🏝️ Benefits

• Training, networking opportunities, and personalized time with the manager during onboarding.

• Virtual or onsite colleague shadowing depending on work location.

• Access to comprehensive company and team information during onboarding.

• Equal Opportunity Employer dedicated to diversity.