Client Relationship Manager (Account Manager)

Job Description

We are seeking a skilled Account Manager for our Enterprise Payments team. In this role, you will handle customer inquiries, manage accounts, conduct sandbox testing, create reports, and collaborate across teams to enhance the customer experience and drive product success. Your responsibilities include but are not limited to: Customer Inquiries: Manage customer inquiries via phone, email, chat, and Jira Service Desk. Sandbox Testing: Perform User Acceptance Testing (UAT) to ensure product functionality and reliability. Documentation: Develop and maintain SOPs and content on Confluence for internal use. Product Knowledge: Stay up-to-date on product features and provide informed support. Account Monitoring: Track new subscriber accounts, ensuring smooth operations and compliance. Reports & Dashboards: Design customized reports and dashboards to identify trends and insights. Product Enhancements: Gather requirements for product enhancements and raise tickets to the development team. Demos & Training: Create and deliver product demos and training to customers. Meetings: Conduct meetings with customers to review performance, gather feedback, and provide updates. Cross-functional Collaboration: Work with sales, development, and other teams to address customer needs. Requirements The following describes the general qualifications and physical, sensory and mental abilities normally associated with performing the essential functions of this position. Demonstrate an ability to work under pressure to meet deliverables accurately and on time Excellent communication, interpersonal, organizational, time management and leadership skills Collaborate effectively with other teams within department and the Organization Must be able to resolve problems on a daily basis, handle conflict and make effective decisions under pressure. Determination, Dependability, Integrity, Professionalism Education and Experience Requirements: Education & Experience: Bachelors degree + 3 years of experience in FinTech or enterprise payments. Problem-Solving: Strong analytical skills for issue resolution and process improvements. Customer Focus: Proven ability to build and maintain strong relationships with clients. Technical Aptitude: Proficient in Jira Service Desk, MS Office, Google Apps, CRM tools. Communication: Excellent verbal and written communication skills. Time Management: Ability to prioritize tasks and manage a high volume of inquiries. Work Schedule: Must be available during Pacific Standard Time (PST) working hours (5:00 AM - 5:00 PM).