Account Manager

Role Title: Account Manager

Reports to: Director of Account Management, UK and Europe

Location: Hybrid (UK based). Offices located in London EC3A 6AP (must have normally resided in the UK for a minimum of 3 years out of the last 5 years)

Job Type: Permanent

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

The Role

The European and UK Account Management team is responsible for managing the overall commercial relationships with EML's European and UK clients.

We are seeking a results-driven and client-focused Account Manager to be the key commercial point of contact for a portfolio of clients, responsible for maintaining strong relationships, retaining revenue and driving growth through upselling and cross-selling.

You'll act as an advisor, collaborating with internal teams to deliver tailored solutions that meet client needs and align with their financial goals.

This role requires a deep understanding of the payments (issuing, processing and account provision) ecosystem and a consultative approach to account management. The ideal candidate will be an experienced Account Manager, with experience in managing high-profile key clients either within the Government or Commercial sectors.

What you'll do

• Own the commercial and contractual relationship: actively manage client renewals, defend and grow the existing business, driving upsell opportunities and client engagement to achieve revenue goals.
• Build and maintain strong client relationships: Communicate with clients at a senior level and serve as the primary relationship owner for an assigned group of client accounts with responsibility for retention and growth.
• Identifying and executing growth opportunities: monitor the health of the client accounts, reviewing metrics such as growth, risk, and churn. Identify opportunities to increase engagement, drive adoption, and support the customer's strategic growth with EML.
• Create, execute and regulatory refresh strategic account plans that help our clients grow and achieve success in alignment with EML's revenue goals. including leading quarterly business reviews and performance check-ins with clients.
• Represent the client internally: collaborate closely with client Services Management, Product, and Compliance to ensure seamless delivery and support of growth initiatives.
• Maintain accurate records in CRM and other systems as required, providing regular reporting on account performance vs forecast/budget, status, risks, and opportunities.

What you'll bring

Skills:

• Customer engagement: Proven success in developing customer relationships, with a focus on understanding customer needs and delivering solutions that drive engagement and satisfaction.
• Commercial drive and growth orientation: A strong commercial mindset, with a focus on identifying and pursuing growth opportunities within a customer portfolio.
• Adaptability and problem-solving: A proactive approach to overcoming challenges and adapting to changing customer needs in a fast-paced environment.
• Communication and influence: Skilled in communicating across all levels, from operational contacts to senior decision-makers, ensuring that EML's value is clear and compelling.
• Analytical skills: Ability to analyse data and performance metrics, identifying trends that inform strategic actions and growth initiatives.
• A can do attitude and ability to drive change

Experience

• Customer-Focused Background: experience in a similar role (B2B customer success, account management, or relationship management), ideally within the financial services or payments sectors.
• Domain expertise: within one of or ideally multiple of gifting, payments, issuing and processing.
• Relevant Education or Equivalent Experience: Bachelor's degree in business, finance, or related fields, or equivalent work experience.
• Ability to drive positive change is essential so too a proven record in best of breed customer excellence!

Travel required: 40% across UK and Europe (client depending)

What you will be offered

If you love what you do, you should love where you do it. We appreciate that everyone's different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.

• 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!
• Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
• Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
• Company Enhanced Family Leave Options
• 12 weeks paid New Parent Leave
• Paid Professional Memberships
• Pension Scheme
• Short term bonus scheme
• Company Private Medical Insurance Scheme - 50% covered by EML
• Long term illness cover - 75% of your basic Annual Salary
• Life Assurance (Death in Service) Cover - 4x your basic Annual Salary
• Employee Assistance Programme - accessible 24/7
• BenefitsHub - get discount vouchers for your favourite retailers

( some benefits are subject to qualifying criteria)

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.