Account Manager

Responsibilities

• Serve as the primary point of contact for assigned customer accounts
• Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success
• Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate
• Be the first responder for customer queries and issues, delivering quick, efficient solutions
• Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers
• Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness
• Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption
• Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn
• Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period
• Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns
• Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value
• Troubleshoot technical issues, configuration challenges, and operational questions
• Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout
• Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights
• Share customer insights with Product and Leadership teams to inform product roadmap decisions and business strategy
• Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction
• Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered
• Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices
• Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact

Requirements

• 3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
• Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
• Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
• Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
• Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
• Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
• Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
• Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
• Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)

Benefits

• Attractive salary, pension, health insurance, annual bonus, plus other benefits
• Learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks
• People-first culture that prioritizes the well-being of every team member