At a Glance
- Tasks: Manage 150+ European SMB accounts and drive customer success.
- Company: Join Plaid, a leader in financial technology with a focus on growth.
- Benefits: Competitive pay, equity options, and comprehensive health benefits.
- Other info: Dynamic, high-growth environment with opportunities to build impactful processes.
- Why this job: Be a key player in helping businesses thrive with innovative solutions.
- Qualifications: 3-5 years in client-facing roles and a passion for customer success.
The predicted salary is between 50000 - 65000 £ per year.
We drive product adoption, revenue growth, and long-term retention. We work cross-functionally with Sales, Product, and Customer Engineering to ensure our customers get maximum value from the Plaid platform. We act as partners, advisors, and advocates for our customers. Our mission is to build scalable commercial infrastructure that supports a rapidly growing European customer base. Plaid is looking for an analytically minded, process-oriented Account Manager to support our European SMB book. The right candidate can manage volume through structure, diagnose activation blockers independently, and develop the repeatable workflows that let the team scale. You will be the primary point of contact for your accounts. Your day-to-day covers activation, renewals, upsells, health monitoring, and escalation triage. The processes you build are as important as the individual conversations you have. The European Account Management team owns the post-sales relationship for every customer in our European book.
Responsibilities
- Own 150+ European SMB accounts, serving as the primary contact.
- Drive activation for signed-not-live accounts.
- Run business reviews and health check-ins for tier one customers.
- Monitor usage data via Databricks to flag churn risk and accounts below minimums.
- Identify upsell opportunities from the data and customer engagements.
- Manage renewals end to end: pricing, contract adjustments, billing coordination via Tesorio.
- Develop repeatable processes (onboarding cadences, activation playbooks, escalation workflows) that scale with the growing book.
- Triage technical escalations with Support & Customer Engineering.
Qualifications
- 3-5 years of client-facing experience (account management, customer success, consulting, or operations).
- Customer empathy and genuine desire to see customers succeed.
- Comfort with ambiguity and building process from scratch.
- Interest in financial services and technical products; a high degree of intellectual curiosity.
- Excitement to work in a high-growth environment and build processes and tools as needed.
- Ability to work with all types of people and build productive working relationships.
- Analytical mindset: comfortable with data, reporting, and structured prioritisation.
Benefits & Compensation
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
Scaled Account Manager in City of Westminster employer: Plaid Inc
Plaid is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Scaled Account Manager role in Europe. With a strong focus on employee growth, you will have the opportunity to develop scalable processes while working closely with cross-functional teams to drive customer success. Our comprehensive benefits package, including equity options and a supportive environment, ensures that you can thrive both personally and professionally as we expand our European customer base.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Account Manager in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Plaid Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Plaid Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Scaled Account Manager in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Plaid Inc:Your cover letter is your chance to shine! Tell us why you want to work at Plaid Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Plaid Inc!
How to prepare for a job interview at Plaid Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
