Senior Customer Account Manager

About the Role:

You will be responsible for developing and maintaining customer relationships, ensuring a customer-centric approach that accelerates our growth, retains our customers, and drives long term advocacy. You are responsible for ensuring the smooth running within your customer portfolio after the customer has successfully transacted with Runa and has been assigned to you.

Working at Runa:

We’re a mission driven, fast growing company revolutionising an industry. We know what we need to do to be successful, and share the vision so each and every person can contribute towards us winning as a business. We are passionate about high performance and know that doing a good job means challenging one another to drive the right outcomes, and that means having no ego.

Employees are given all the tools and support to make a positive impact in their role, and are trusted through being given autonomy and ownership. If you have an endless desire to make a positive impact, we’d love to chat.

What Excites You:

• Act as the primary relationship holder and point of contact for existing Runa customers. Deliver and communicate value throughout the customer lifecycle. 

• Maintain regular contact with assigned accounts in your portfolio to identify opportunities for training, services, and strategic alignment. 

• Be the voice of the customer internally, providing product and process feedback to all relevant departments. 

• Prepare, develop, and nurture customers for retention, growth, and advocacy. 

• Conduct customer business reviews with account decision-makers and stakeholders to assess their level of satisfaction, learn of changes in their business, drive awareness of our product offerings, and identify new upsell opportunities. 

• Keep ahead of industry development and apply best practice in areas of improvement

What Excites Us:

• Demonstrated history of increasing client satisfaction, adoption, retention, and advocacy. 

• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base. 

• Experience using Account Management/Customer Success software (e.g: Salesforce, Gainsight, Planhat, ChurnZero). 

• Experience with the core tenets of Account Management: success plans, return on investment (ROI), health scores, account business reviews (QBRs), etc. 

• Experience collaborating cross-functionally across teams (Launch, Customer Support, Marketing, Product Managers, Brand Partnerships, etc). 

• Experience within Fintech or Payments

US Benefits:

🌴 25 days holiday + government holidays

🧠 All permanent employees receive extra days off to help boost their well-being when they need it

🚀 Participation in the Employee Options pool giving you ownership in Runa and participation in the upside

🚑 Health Insurance

💙 401K

👶 Enhanced parental leave

📚 $1,000 annual L&D allowance to invest in mastering your craft, including accredited studies. Plus 6 days study leave per year

🖥️ $150 to create an awesome remote work experience

⭐️ Recognition awards, where we shine the spotlight on exceptional employees every quarter who in turn get a $100 award in the eGift card of their choice

☕️ Staff perks with Runa brands - discounts of up to 12% on coffee, weekly groceries, holidays, the list is endless

🎉 Quarterly team socials