Account Manager
Hybrid – Dublin 15
€48, per annum
10 months Maternity Cover
About the Role
As a Account Manager (Enterprise Service Manager), you will play a key role in ensuring exceptional service delivery and operational excellence for enterprise clients. Beyond resolving issues, you will help customers maximize the value of the company's products and services acting as their advocate and trusted advisor.
You'll be part of a high-performing, agile, and collaborative team that works closely with Enterprise Sales and other cross-functional departments. We value innovation, commitment, teamwork, and a positive, engaging work culture.
Key Responsibilities
1. Deliver general account services (e.g. account configuration, transaction support, and case resolution)
2. Educate enterprise merchants on product functionality and operational best practices
3. Drive improvements in key service metrics including SLAs, ticket resolution, and customer satisfaction
4. Manage compliance and regulatory documentation (e.g. PCI DSS compliance)
5. Investigate and resolve merchant disputes, ensuring accurate documentation and communication
6. Monitor and manage completion of lower-complexity service requests
7. Drive resolution of high-complexity service issues by coordinating with internal teams:
8. Account Managers, Technical Support, Customer Service, Pricing Operations, Finance, Risk, and Engineering
Typical Day & Impact:
You'll balance inbound responsive support with proactive outreach—handling merchant & stakeholder queries, helping merchants navigate our services, educating them on industry-specific issues and working across internal teams. You'll support a diverse merchant base—from top online companies to innovative emerging e-commerce businesses—collaborating with banks, underwriting, customer success, product and engineering teams to deliver strategic advice and operational support.
Who You Are:
You are highly organised, enterprising, a change-champion and problem-solver who takes ownership of outcomes. You communicate clearly and compellingly, integrate meaningful questions and learnings, and partner with merchants to meet both current and future needs.
What You Bring:
9. Bachelor's degree or equivalent experience.
10. Minimum 3-5 years in a customer-facing role such as Customer Servicing, Merchant Servicing, Account Management, Customer Success Manager or equivalent.
11. Proven track record of delivering client-focused solutions that meet customer needs.
12. Excellent verbal and written communication, presentation and stakeholder-influence skills.
13. Ability to learn quickly, navigate complex organisations and multitask effectively in a fast-paced environment.
14. Proficiency in Microsoft Office (Excel, PowerPoint, Word); experience with data-visualisation tools (Looker, Tableau) or willingness to learn.
15. CRM experience (e.g., Salesforce) preferred.
16. Prior experience and Strong ability to operate in matrixed cross-functional team environments, to work at pace and persistently pursue effective resolution of complex issues.
17. Bias toward action, strong self-motivation and commitment to continuous growth and development
Top Technical/Hard Skills
18. Salesforce (preferred)
19. Ticketing & case management tools
20. Compliance and risk documentation
21. Account configuration
22. Client communication & reporting
This is a great opportunity to join a high-impact team supporting enterprise-level customers. You'll play a central role in enhancing customer satisfaction, streamlining service delivery, and driving operational improvements.
Apply now to make your impact in a dynamic, customer-focused environment.