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¡Las mejores cosas suceden en Kueski! #Kueskilife #Kueskiway
Head of Account Management
Location
Mexico
Posted
91 days ago
Salary
0
Seniority
Lead
Job Description
Head of Account Management
Kueski
• Develop and execute the account management strategy to drive customer retention, satisfaction, and growth across all segments. • Align cross-functional teams (sales, product, marketing) to ensure seamless collaboration and exceptional customer experiences. • Establish KPIs and metrics to measure the performance of the Key Account Managers (KAMs), Customer Success Managers (CSMs), and Merchant Services team. • Oversee the KAM team to strengthen relationships with large business accounts, focusing on upsell opportunities, contract renewals, and long-term retention. • Collaborate with KAMs to create tailored strategies for each key account, addressing unique needs and identifying growth opportunities. • Take a hands-on role in monitoring and optimizing day to day processes related to merchant support, renewals, and service delivery. • Identify operational bottlenecks and work closely with internal teams to design and implement scalable, efficient solutions. • Support the design and rollout of automation, self-service tools, and workflows that improve response times and merchant satisfaction. • Serve as an escalation point for complex or high-impact merchant issues, ensuring quick and effective resolution. • Manage the Merchant Services team, responsible for supporting small business accounts, which represent a significant portion of the portfolio. • Implement automation and self-service tools to optimize efficiency while maintaining a high standard of service for small businesses. • Continuously identify opportunities to enhance the merchant experience and maximize revenue from the long-tail segment. • Recruit, mentor, and develop a high-performing team of KAMs, CSMs, and Merchant Services professionals. • Foster a collaborative, customer-focused culture within the Account Management organization. • Analyze customer data to identify trends, growth opportunities, and areas for improvement. • Provide regular reporting to the executive team on customer health, retention metrics, and revenue impact.
Job Requirements
- 10+ years of experience in account management, customer success, or related roles
- Proven track record of managing large, complex accounts and driving customer retention and upsell initiatives
- Experience in fintech, SaaS, or B2B2C industries is highly preferred
- Strong experience working with both enterprise clients and small business segments
- Exceptional leadership and team management skills, with the ability to inspire and drive results
- Strong analytical skills and experience with customer success tools (e.g., Gainsight, Totango) and CRMs (e.g., Salesforce)
- Excellent interpersonal and communication skills, capable of building relationships at all levels of an organization
- Strategic thinker with the ability to execute tactically in a fast-paced, growth-oriented environment.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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