Customer Account Manager/Director

The opportunity

We are looking for a customer-focused Account Director to join us as a leader at the heart of our Commercial team. You will be responsible for helping us achieve our mission in becoming the most trusted payment partner by developing strong client relationships and ensuring client satisfaction.

Reporting into our Chief Revenue officer, you'll work to support our Commercial team through long-term value creation by nurturing relationships with clients to maximise the number of retained partnerships and drive new revenue generating initiatives from these relationships. You will contribute to our exiting growth journey by identifying and capitalising on new business opportunities within our existing client base.

The successful candidate will have an extensive understanding of Shieldpay’s products and services, taking a proactive approach to understanding the needs of our clients and address these through provision of bespoke, “white glove” solutions. This is a strategic role, that will feedback customer requirements and demands to assist on informed decision-making of new verticals and territories.

What you’ll be doing

• Manage a portfolio of high value clients with differing needs and relationships to Shieldpay.
• Responsibility for driving our client retention rate, ensuring customer satisfaction.
• Own and achieve a total annual revenue target, tracked and compensated by monthly achievement
• Drive YoY growth by upselling and/or cross-selling across all customer accounts.
• Work with the CRO and clients to develop strategic account roadmaps and growth plans.
• Partner with product and customer operations teams to ensure quality service delivery and customer success.
• Meet and exceed relevant KPI targets related to revenue and account growth.
• Act as the voice of the customer internally, supporting product development by sharing feedback received and customer needs.
• Collaborate with Sales, Marketing and Operations teams to ensure smooth handover processes between each stage of the customer journey
• Monitor client health metrics and use data-driven insights to identify any risks to revenue generation opportunities
• Remain aware of industry and regulatory updates and trends to equip clients for success

What we're looking for in you

• Experienced and Knowledgeable: 5+ years' experience in an Account Director or Senior Account Manager role in a regulated industry, with a strong background in sales – even better if this is Fintech, Payments, or the legal sector!
• Organised and versatile: You thrive in fast-paced environments where you will be responsible for managing a high volume of client relationships.
• Customer-centric and strategic: You excel at proactively understanding customer needs and strategically identify any underlying issues they have in order to pitch relevant solutions.
• Relationship driven: You have a demonstrated ability to manage complex client relationships and deliver exceptional customer service.
• Communicative and collaborative: You are a strong communicator with both internal and external stakeholders of various seniority and experience levels, able to influence effectively.
• Commercially driven: You’re a savvy negotiator who excels in at commercial pricing negotiations and value propositions.
• Tech-savvy and systems confident: You are confident with using CRMs (especially HubSpot) and diligently track conversations and processes for insight to your team.
• Motivated by purpose and impact: You strive to understand the intricacies of Shieldpay’s suite of services and products, believing in the benefit we can offer to clients and customers.

Our Promise:
Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance