Account Manager

About Zeal:

Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a payment card machine, physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the card machine doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal’s advanced Smart plugin, the company integrates with card machines globally to provide payment acquirers and ISVs with a unique differentiator for their card machines. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.

About the Role:

As an Account Manager at Zeal, you will be the main point of contact for our clients, fostering strong, long-lasting relationships that drive client success and satisfaction. You will play a pivotal role in guiding new clients through the onboarding process, delivering tailored solutions, and acting as the client’s advocate within the company. Your ability to understand client needs and communicate feedback to internal teams will be essential in ensuring continuous service improvements and client growth.

Key Responsibilities:

• Client Relationship Management: Serve as the primary contact for clients, building and maintaining strong relationships to ensure high levels of client satisfaction, retention, and growth.
• Onboarding & Training: Guide new clients through the onboarding process, providing effective training on Zeal’s services. Track and report on the completion of the onboarding process weekly.
• Periodic Client Reviews: Conduct regular reviews with clients to discuss their goals, challenges, and satisfaction with Zeal’s services. Use these reviews to foster ongoing success and identify areas for upsell and cross-sell opportunities.
• Issue Escalation & Resolution: Proactively escalate and follow up on client issues with the relevant internal departments. Manage end-to-end resolution of complaints, ensuring timely feedback and closure.
• Client Feedback Collection: Gather and document client feedback to share with the product and development teams, helping to drive improvements in services.
• Data & Reporting: Maintain accurate records of client interactions, issues, and resolutions using various tools such as emails and Excel. Provide regular reports on client health, product usage, and other metrics such as the number of downloads, signups, and transactions per merchant (POS and EPOS levels).
• Best Practices Sharing: Share insights, best practices, and improvement points with the Customer Success team to enhance the overall client experience and drive continuous improvement.
• Response Time Tracking: Ensure that response times for client inquiries are within SLA guidelines, consistently measuring how quickly complaints are resolved.

The Ideal Candidate Should Have:

• At least 1+ year of experience in account management, customer success, or a client-facing role.
• Fluency in both spoken and written English is a must.
• Strong communication skills with the ability to explain complex concepts clearly and build lasting client relationships.
• Ability to analyze client metrics, produce reports, and make data-driven recommendations to improve the client experience.
• Excellent problem-solving skills with a proactive approach to resolving client issues and escalating them when necessary.
• Excellent presentation skills, with the ability to deliver clear and engaging training sessions, client reviews, and reports to both technical and non-technical audiences.
• Ability to collaborate effectively with cross-functional teams, including product, tech, and support teams.
• Ability to manage multiple clients, tasks, and projects simultaneously in a fast-paced environment.
• Proficiency with CRM systems, tools like Freshdesk, and Excel is highly preferred.
• A driven attitude with a focus on achieving client retention, growth, and satisfaction goals.

What You’ll Love About Us:

• Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
• Flexibility & Trust: We believe in autonomy. Set your own schedule and work in the way that best suits you.
• Competitive Compensation: We value your talent and offer packages that reflect it.
• Paid Time Off: Take the time you need to recharge and come back even stronger.
• Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
• Make an Impact: Have ideas to make things better? Awesome. We’re all ears and ready to innovate.