Job Type
Full-time
Role OverviewThe Account Manager plays a critical leadership role within the Commercial organization. You will own, lead, and optimize a portfolio of strategic, high-value enterprise and flagship ISV partnerships, ensuring absolute operational excellence, revenue protection, and long-term satisfaction.
Acting as a trusted advisor, you will build deep, long-lasting executive-level relationships and align partner objectives with Stax's corporate strategy. This role demands strong business acumen, technical curiosity, and an expert ability to navigate cross-functional internal teams (including Product, Engineering, Underwriting, Risk, FinOps, and Incident Management) to resolve complex issues and implement process improvements.
Key Responsibilities & Objectives Strategic Relationship & Portfolio Management - Executive Point of Contact: Serve as the primary operational stakeholder and escalation lead for high-visibility strategic accounts and executive sponsors.
- Relationship Advocacy: Build and nurture deep, trust-based partnerships with senior decision-makers to understand their unique workflows and optimize their platform satisfaction.
- Strategic Planning: Develop and execute comprehensive account plans that safeguard retention and align with corporate growth metrics.
- Business Reviews: Lead structured Quarterly Business Reviews (QBRs) to deliver data-driven performance insights, analyze volume trends, and uncover expanded features or product add-on opportunities.
Technical Integration & Project Oversight - Cross-Functional Orchestration: Partner closely with Solutions Engineering, Product, and Implementations to manage complex client onboarding, platform integrations, and API deployments.
- Incident & Bug Management: Serve as an operational anchor during critical platform availability or service disruptions
- Beta Implementation: Drive partner engagement for commercialization of net-new features and tools.
Revenue Protection & Operational Excellence - Financial Auditing: Proactively audit residual reporting, month-end billing validation, and miscellaneous fees to guarantee revenue accuracy.
- Risk & Underwriting Alignment: Partner closely with Underwriting and Risk teams to handle complex vertical requirements, clear account holds, and streamline the merchant boarding pipeline.
- Process Betterments: Continuously monitor support ticketing trends and identify global challenges, developing standard operating procedures (SOPs) to refine internal tools and elevate the partner experience.
Requirements
- Education: Bachelor's degree in Business, Technology, or a related field (or equivalent practical work experience)
- Experience: 3+ years of experience in Account Management
- Payments Expertise: Knowledge of payment processing architecture, card brand compliance and SaaS integration workflows.
- Leadership & Communication: Outstanding executive communication, attention to detail and relationship-building capabilities with a proven track record of influencing C-suite stakeholders.
- Technical Savvy: Advanced proficiency navigating modern CRM architectures (HubSpot preferred), issue tracking environments (Jira) and Microsoft Office Suite.
- Mindset: A data-driven, proactive self-starter who rejects the "not my job" mentality and embraces a collaborative, customer-centric framework.
Work Environment & Demands- Primarily a remote or structured hybrid setting.
- Occasional travel required for on-site partner QBRs, industry conferences, and executive summits.
