We’re Acquired.com

Acquired.com are a next-generation payments business focused on powering recurring commerce.

Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystem, providing a competitive advantage and helping them achieve their goals in the digital economy.

We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers.

We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose driven culture is seen as an enabler to achieve outcomes and where our own unique differences are celebrated, Acquired.com could be the place for you!

Your Mission

The Operations team are responsible for solutions design, integration, onboarding and ongoing management of our key customers. You’ll join a tight-knit team who play a central role in our focus on driving customer advocacy and maximising revenue.

The Account Manager will be responsible for managing a portfolio of Mid to Large clients. You’ll weave data and insights into your account plans, providing recommendations to drive strategic decisions and empower our clients to uncover new revenue streams and maximise conversion rates.

Key Responsibilities

Customer Relationship Management

• Develop and nurture strong, lasting relationships with a portfolio of existing Mid to Large, high-growth Enterprise clients.
• Advocate for the customer and work closely with internal teams including Technical Integrations, Product Management, Commercial and Finance to meet and maintain optimal service levels and to articulate value throughout the sales-to-service journey. Liaise with our 3rd party providers including our banking and card-acquiring partners to resolve customer queries.
• Act as a trusted advisor and point of escalation for critical client issues and negotiations.

Account Growth

• Deep understanding of your customer’s Business Model, Growth, Product Proposition, and Go-to-Market Strategy. You’ll develop insight into the challenges and KPIs of your customer key stakeholders.
• Identify opportunities for upselling and cross-selling additional payments products and services.
• Achieve and exceed growth and retention targets for your portfolio of merchants.

Account Planning

• Develop a deep understanding of our product, services, and technology. Act as a customer champion and share expertise, insights, new features, updates and industry best practices. Provide training to customers on aspects of our systems and platforms.
• Prepare and lead Quarterly Business Reviews with your customers to share account performance metrics and provide expert consultation to drive customer success.

Data Analysis

• Use your deep knowledge of Excel and other statistical and data analysis tools such as Looker to uncover trends in account performance and provider recommendations to improve authorisation rates.
• Proactively run Daily, Weekly, Monthly and Quarterly reports, and provide accurate forecasting and revenue updates.

What you’ll bring

• You have at least 4+ years of experience in Account Management or Service Management within the eCommerce/ Digital Payments industry.
• Proven experience growing accounts (revenue and retention).
• Deep knowledge of Excel and other data tools, (eg Looker) to run account analysis.
• Strong communication, negotiation and interpersonal skills. Adept at managing stakeholders at multiple levels in a client organisation across functional disciplines.
• Organisation skills with strong project focus, experience deploying large-scale and complex payments integrations with large to mid-market companies.
• You are excellent at presenting to technical and non-technical stakeholders in the form of Quarterly Business Reviews and kick-off meetings.
• Natural curiosity and thrive on understanding your customers’ strategy and ambition, as well as the motivations of individual stakeholders, while at the same time being sufficiently assertive to drive efficient adoption and activation of services.
• Problem-solving, you see perceived obstacles and objections as an opportunity to engage, consult and deliver value.
• You have a proven aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment.
• You are confident and motivated to creatively tackle problems, self-learns, and the ability to pivot and adapt quickly to change in a fast-paced environment.

Behaviours

• Team collaborator with the ability to influence senior internal and external stakeholders.
• Detail-oriented, adept in using data to drive improvements – each vertical sector you target has clearly defined success metrics.
• A strong communicator, proactive in reporting results and key learnings.
• Passionate about tech, payments, and business development.