Senior Account Manager

We are looking for a super motivated, enthusiastic and customer-centric Senior Account Manager to join our team. You must have the ability to work with stakeholders of varying seniority and have a results-oriented mindset to prioritise collective success and drive the best outcomes for BCB Group. This role, and BCB as a whole, is very much cross-functional; you will be comfortable and confident liaising with colleagues across the Group, from Customer Success to Compliance. You treat everyone with respect and work towards the same mission. You will demonstrate a positive, can-do attitude, be comfortable adapting to change, work harmoniously and respectfully with colleagues, and thrive in an often pressurised environment.

Key Responsibilities and Duties:

• Cross-selling and up-selling additional currencies to our Tier 1 and Tier 2 clients to grow revenue for BCB.
• Building stakeholder relationships and acting as a primary contact with seniors on the client side, e.g. Chief Financial Officer, C-Suite, decision makers.
• Building pipeline through our existing clients - account mapping/planning of stakeholders to build out BCB portfolio.
• Increasing number of referrals from existing BCB clients.
• Becoming a Team Lead and helping coach the AM team to set high standards as we grow.
• Managing day-to-day relationships with existing clients as a key point of contact.
• Flagging, elevating and chasing any problematic issues that arise and working closely with the CS team to help resolve tickets.
• Ensuring clients are kept up to date on product enhancements and developments, working with our Product Team.
• Attending events and client face-to-face meetings internationally.
• Gaining feedback from clients and identifying trends, communicating this internally to Product teams and managing clients' expectations on any ETAs.
• Performing quarterly/monthly reviews with clients, obtaining feedback and addressing any outstanding issues, specifically face-to-face.
• Acting as an additional contact during the onboarding phase and overseeing key deadlines.
• Working harmoniously with Account Executives to ensure there is a smooth onboarding process.
• Reviewing cross-selling pipeline, general account management, i.e. agreeing how communication is preferred with the client, how they would like to be introduced to new products within BCB.
• Working with the wider sales team to host events for clients, attend events and represent BCB’s persona.
• Demonstrating a commitment to excellence by maintaining HubSpot data to support data insights and accurate forecasting.
• Focusing on expanding relationships to minimise any risks of customer churn, e.g. nurturing and expanding.
• Working harmoniously with all teams internally and externally that impact the experience of sales or of our clients and potential clients.
• Working to achieve set quarterly targets with a growth mindset to achieve BCB's growth targets as we strive to achieve.
• Coming up with creative initiatives for the AM team to help improve current processes.

So, what are we looking for?

If you can demonstrate some of the following experience/skills below, we would love to have a conversation:

• 5+ years sales experience, working directly within Financial Services, ideally within the banking, payments or crypto space.
• Demonstrated strategic account ownership, including experience developing account plans, identifying growth opportunities and driving long-term commercial success.
• A passion and interest in customer-centric relationship building.
• Experience in and comfort with a target-driven environment with a history of hitting annual/quarterly targets.
• CRM experience and ideally experience with the Google Suite for creating and presenting Google Docs/Slides.
• An analytical thinker with keen problem-solving, process development and improvement, as well as task planning skills.
• Outstanding communication, attention to detail and time management skills.
• Proven ability to remain professional and polite when dealing with customers and colleagues, regardless of the situation.
• The ability and desire to go the extra mile for our customers and for colleagues in order to provide world-class service, without ego.
• Adaptability and comfort with change, demonstrating the flexibility to step beyond your day-to-day responsibility to support the wider team and BCB.
• Experience mentoring or guiding junior team members is highly desirable.