Account Manager

Job description

We are looking for a dynamic and strategic Account Manager to lead onboarding, activation, and long-term success for our most valuable enterprise clients. In this role, you’ll be the face of Escrow.com to global businesses operating in complex, high-value environments—owning the client journey from onboarding through to ongoing relationship management and growth. The ideal candidate is a natural relationship builder with strong business acumen, technical fluency, and a proactive, solution-oriented mindset.

Key Responsibilities

- Onboarding: Design and execute a structured onboarding and activation program tailored to each client’s technical and operational needs.

- Account Management: Proactively monitor and manage client accounts and transactions to ensure smooth platform adoption and utilization, mitigating risk, and promoting growth.

- Strategic Relationship Management: Build and nurture strong relationships with stakeholders across global markets and time zones.

- Client Education: Serve as a trusted advisor, educating clients on Escrow.com’s platform features, integrations, and best practices.

- Cross-functional Collaboration: Work closely with Sales, Product, Support, and Engineering teams to deliver a seamless customer experience.

- Growth & Expansion: Identify opportunities for upsell, cross-sell, and account expansion based on client needs and market trends.

- Feedback & Insights: Gather and relay client feedback to influence product development and improve enterprise offerings.

Required Qualifications

- 1–2 years of experience in Technical Account Management, Solutions Engineering, or Customer Success.

- Proven ability to manage highly custom onboarding programs for SMB/Mid-Market clients in complex environments.

- Exceptional relationship management and strategic consulting skills.

- Strong business acumen and the ability to align complex organizations around shared goals.

- Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.

- Demonstrated experience handling and managing high-touch books of business.

- Track record of meeting or exceeding growth and retention goals.

- Comfortable working in fast-paced, evolving environments.

- Familiarity with APIs, SaaS integrations, or technical products.

Nice to Have

- Experience in digital payments, SaaS, or Fintech.

- Familiarity with tools like Hubspot, Apollo.io, DeskPro, Google Suite, and transaction/financial software.

- Knowledge of financial systems, including KYC/AML compliance.

- Bachelor's degree in Business, Marketing, or a related field.

Success Criteria

- Partnership-First Mentality: You're committed to doing what’s best for the client and fostering long-term success.

- Resourceful & Proactive: You take initiative, solve complex challenges, and aren't afraid to roll up your sleeves.

- Curiosity-Driven: You ask thoughtful questions and perform deep discovery to understand and solve root issues.

- Growth Mindset: You face obstacles with optimism and a can-do attitude, always looking for the next opportunity.

Benefits:

- Competitive Salary with an On Target Earning of $90K per annum

- This won't be a cog-in-the-machine job; you will be joining a global FinTech company with a meritocratic culture with the ability to take ownership and fast track your career growth. Several of our Directors and VP-level managers started out in junior positions and have climbed up the career ladder to the top!

- Weekly Town Halls with the all important Q&A session with the CEO (you really can ask him anything)!

- Weekly end of week lunches with rotating local cuisine

- Hack-a-thons - Get hacking and programming in this quarterly company-wide event where teams create solutions to existing problems and win prizes. The 2-day event is filled with games, events, shows, food and more.

- Fun events (we once built a soccer stadium in the Sydney office with two tonnes of turf).

Just when you thought it couldn’t get any better:

- Change lives every day – Everything we do as part of our jobs contribute to improving the lives of our users on a global scale.

- Fast-track your career - We boast a meritocratic culture, renowned for hiring into senior roles from within and producing many business and product leaders in the FinTech industry.