Global Merchant Account Manager

vor 1 Tag

Munich, Bayern, Deutschland Ant Group Vollzeit
Job Description

Introduction:

At Ant Group, we are revolutionizing the way people make payments and conduct financial transactions across borders. As a Key Account Manager, you will play a critical role in driving our global business growth by building and maintaining strong relationships with our key merchant partners.


Our vision is to provide seamless and inclusive payment solutions for global cross-border consumers and sellers. We are seeking a highly skilled and experienced professional to join our team as a Key Account Manager, responsible for managing a portfolio of large and strategically important merchants and partners in each market.


Key Responsibilities:

  • Maintain a portfolio of key merchant accounts and deliver exceptional customer service to ensure high levels of satisfaction and retention.
  • Develop and execute strategies to drive business growth and revenue expansion with key merchant partners.
  • Collaborate with cross-functional teams, including Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds, and Finance to ensure seamless execution of merchant onboarding and account management processes.
  • Provide accurate solutions and education to merchants regarding products, processes, and compliance requirements.
  • Work closely with related teams to resolve merchant issues and follow up with responsible parties until resolution.
  • Make outbound contacts to merchants to address outstanding issues and provide guidance to improve processes and conduct authenticity investigations.
  • Provide feedback to related teams on customer voice and proactively work on solutions.
  • Summarize trends based on merchant voices, identify valuable feedback, and escalate urgent issues to higher leadership teams.
  • Regularly update customer relationship management databases and conduct insights studies and analysis for each market to address challenges and opportunities.


Requirements:

  • Experience in an Internet company, financial institution, or transaction processor is preferred.
  • Experience in customer relationship management or outbound service is a must.
  • Excellent communication skills, including face-to-face, email, and phone communication.
  • Ability to make discretionary decisions based on research independently and perform a variety of tasks.
  • Ability to handle tough contacts and complaints, detect risky trends, and take proactive action to avoid risk.
  • Ability to complete multiple tasks, manage time effectively, and possess good analytical skills.
  • Well-developed sense of urgency and follow-through, good judgment of importance, priority, and emergency.
  • Ability to develop and maintain professional working relationships with coworkers and peers.
  • Good industry knowledge and ability to learn and adapt to new product knowledge, including risk, protection, and best practices.
  • Good business writing and presenting skills.
  • A degree of flexibility is necessary for travel and shifts.
  • Fluent English and Chinese, global working experience is preferred.

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