Context of the role

As Senior Account Director, your primary focus will be on cultivating strong, meaningful relationships that foster revenue growth through strategic upselling and cross-selling initiatives to our current Customers, which include banks, MTOs, PSPs, wallets, and Fintech companies. Acting as their trusted advisor, you will guide them through the value and long-term sustainability of global ”pay” and “be paid” service offerings and market expansion via Thunes’ infrastructure, ensuring an exceptional customer experience.

Responsibilities:

• Relationship Management: Build and maintain strong relationships with clients, serving as their primary point of contact for all payment-related matters. Understand their business needs, objectives, and challenges, and proactively address their concerns.
• Client Retention and Growth: Develop strategies to retain existing clients and foster their growth within the payments space. Identify upselling and cross-selling opportunities, and work with other stakeholders to expand the client portfolio of services.
• Develop account plans and strategies and execute on them to increase revenue and market share
• Work closely with multiple internal functions (e.g. product, sales, compliance, solution delivery and operations) to improve our product and service
• Payment Solutions Consulting: Provide expert advice and guidance to clients on payment solutions. Assist clients in optimizing their payment processes and reducing costs.
• Issue Resolution: Act as a liaison between clients and internal teams, ensuring prompt and effective resolution of any payment-related issues or escalations. Collaborate with technical support, operations, network and compliance teams to address client concerns.
• Performance Monitoring and Reporting: Monitor and analyse key performance indicators (KPIs) for assigned accounts, such as transaction volumes, revenue, and customer satisfaction. Prepare regular reports and presentations for clients and management, highlighting performance trends and recommending improvement strategies.
• Market Research and Competitor Analysis: Stay updated on industry trends, regulatory changes, and emerging technologies in the payments space. Conduct competitor analysis to identify opportunities for product and service differentiation, and contribute to the development of new offerings.
• Ensure excellent communication and internal coordination to roll-out new services taking into factors of market specificity (regulation, competition etc.),
• Training and Support: Conduct training sessions and workshops for clients to educate them about new payment products, features, and industry best practices.
• Leadership: Effectively lead a small team of AM’s providing guidance and mentorship
• Data: Ensure all specific reports and records are completed timeously including utilisation of our CRM tool with precision.

What we are looking for:

The ideal candidate excels in communication, is motivated to address customer challenges with innovative upsell and cross-sell strategies, and is a proactive, organized self-starter eager to become a trusted ally to rapidly expanding technology sectors that depend on Thunes' infrastructure. With strong analytical skills and a reputation for operational efficiency and effectiveness, you will position customers for shared success and long-term sustainable partnerships, ultimately driving Thunes' success and revenue growth.

• 10+ years’ experience in B2B Account Management/Partnerships in an enterprise business development environment.
• Extensive hands-on partnerships and/or account management experience working with financial institutions & enterprise clients in the region
• Track record of top commercial performance in a Payments business with proven ability to grow revenue share  
• Experience leading, growing and developing high performing teams
• Ability to effectively manage multiple internal and external stakeholders across varying levels of decision-making and influence, including C-suite executives, Compliance, Legal, Solutions delivery, Treasury, and Finance
• Operationally focused, with an ability to methodically grow a live account, coordinating internal teams using planning, metrics, and organizational structures
• Evidence of expertise in CSM (customer success management) with a metric driven, rigorous and programmatic framework approach
• Excellent negotiation skills with the tenacity to drive commercial value in upsell and cross sell scenarios
• Strong decision maker, able to prioritize through competing demands and complex problems
• Driven, flexible, self-motivated, go-getter, able to accept change and with the ability to work at pace in a rapidly growing and changing environment
• Analytical ability to manage complex reporting, pricing, and cost considerations
• Strong communicator in written and spoken English, Spanish fluency is a big plus.

About Thunes

Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally. Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, São Paulo and Shanghai.

For more information, visit: https://www.thunes.com/