Strategic Account Manager I

Strategic Account Manager I

As a Strategic Account Manager, you will serve as the primary relationship owner for a portfolio of high-value partners within the payments ecosystem. Your mission is to deliver exceptional partner experiences, ensure operational excellence, and support revenue growth by proactively managing day-to-day interactions, resolving issues, and aligning cross-functional resources.

This role requires a blend of strategic thinking, operational execution, and relationship management. You'll partner closely with Sales, Customer Support, Logistics, and Technical teams to ensure that partners are not only supported—but thriving.

• Serve as the primary point of contact for strategic partners, managing ongoing communication via phone, email, and scheduled touchpoints.
• Build and maintain deep, trust-based relationships with partners, focused on long-term success and mutual value.
• Advocate for partners internally while balancing business goals and operational capabilities.
• Troubleshoot day-to-day issues, coordinating with internal teams to deliver fast, effective resolutions.
• Proactively identify operational challenges and streamline processes to enhance the partner experience.
• Track key performance indicators (KPIs) including partner satisfaction, operational efficiency, and service-level performance.
• Produce and present recurring reports to both internal stakeholders and external partners, including insights and recommendations.
• Support compliance and accuracy in commission and residual reporting.
• Participate in strategic initiatives, including rollout of new products and services to partner networks.
• Serve as the first line of escalation for operational or revenue-impacting concerns.
• Drive timely resolution by coordinating cross-functional teams and maintaining clear communication with stakeholders.
• Liaise with internal departments—Support, Finance, Product, and Logistics—to ensure alignment on partner priorities and timely execution of deliverables.
• Act as a conduit between the partner and internal teams, ensuring expectations and outcomes are aligned.

Willingness to travel up to 25% for in-person meetings with key partners, including client engagements, industry events, trade shows, and company functions as needed. This will allow our Strategic Account Managers to:

• Foster and strengthen relationships with key strategic accounts through face-to-face interactions.
• Deepen understanding of clients' evolving business needs, goals, and pain points.
• Lead high-impact business reviews, strategic planning sessions, and solution workshops.

What Success Looks Like:

• You're seen as a strategic partner rather than just a vendor.
• Clients proactively involve you in their planning and decision-making.
• Year-over-year account revenue and margin grow through upselling and cross-selling.
• You can anticipate client needs before they're voiced.
• Each account has a clear multi-year growth plan with milestones and KPIs.
• You maintain a robust pipeline of opportunities within existing accounts.
• Clients view the partnership as critical to their success.
• Renewal conversations are proactive and smooth, not reactive or last-minute.

Candidate Requirements:

• 5+ years in account management, partner success, or client-facing operations within the payments, fintech, or financial services industry.
• Solid understanding of payment processing workflows, systems, and terminology.
• Experience handling partner compensation, residual models, and related financial processes.
• Excellent communication and relationship-building skills (written and verbal).
• Proficiency with Microsoft Office, Google Workspace, and CRM/project management tools.
• Willingness to travel up to 50% quarterly for in-person meetings with key partners, including client engagements, industry events, trade shows, and company functions.

• Ability to analyze data and interpret financial metrics using Excel or Google Sheets.
• Strong multitasking and problem-solving capabilities.
• Proven experience managing escalations and driving meaningful resolutions.
• Familiarity with partner-facing platforms such as MX™ Connect or similar payment portals.
• Works well in a team environment, with the ability to function with professionals internally and externally at all levels.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you'll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $70k - $85k We invest in the whole employee - personally and…