Account Manager
Hybrid – Dublin 15
€53, per annum
11-Month Contract
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
What We're Looking For
You'll ensure smooth operations, healthy merchant relationships, and optimal outcomes across our portfolio. Your role will involve problem-solving, advocacy on behalf of merchants and ensuring operational excellence.
Key Responsibilities:
9. Serve as the first point of contact for inbound cases and email/voicemail escalations—thoroughly addressing merchant questions and anticipating additional needs.
10. Proactively guide and educate merchants on integrations, account configuration, reconciliation, payment processing and all relevant services.
11. Support merchants globally through onboarding and application processes—addressing pricing, feature & reporting queries and providing regulatory/compliance updates.
12. Engage in phone outreach and follow-up with merchants as part of our escalation process, ensuring timely resolution.
13. Provide strategic advice on optimising checkout experience by analysing each merchant's business needs and growth objectives.
14. De-escalate merchant issues with processing or our products; collaborate with merchants and our Finance team to ensure beneficial pricing and solutions.
15. Engage stakeholders, escalate feedback, build strong partnerships, and drive proactive initiatives to remove barriers and raise the merchant experience.
16. Collaborate with internal teams (product, engineering, banking partners) to solve complex merchant issues, seeing each request as an opportunity for improvement.
17. Maintain a business-growth mindset: drive tailored programmes to support continuous merchant success and added-value services.
18. Use all available tools, resources and technology dynamically to reach complete and accurate resolutions, and embed learnings to optimise our merchant portfolio.
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:
19. Bachelor's degree or equivalent experience.
20. Minimum 3-5 years in a customer-facing role such as Customer Servicing, Merchant Servicing, Account Management, Customer Success Manager or equivalent.
21. Proven track record of delivering client-focused solutions that meet customer needs.
22. Excellent verbal and written communication, presentation and stakeholder-influence skills.
23. Ability to learn quickly, navigate complex organisations and multitask effectively in a fast-paced environment.
24. Proficiency in Microsoft Office (Excel, PowerPoint, Word); experience with data-visualisation tools (Looker, Tableau) or willingness to learn.
25. CRM experience (e.g., Salesforce) preferred.
26. 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.
27. Bias toward action, strong self-motivation and commitment to continuous growth and development
Top Technical/Hard Skills
28. Salesforce (preferred)
29. Ticketing & case management tools
30. Compliance and risk documentation
31. Account configuration
32. 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.