Key Accounts Specialist

About Us:

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
Our EVP's:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
About The Role:

The Key Accounts Specialist is responsible for managing and growing a portfolio of key Merchants by fostering deep relationships, identifying pain points, and proactively recommending strategic solutions and products that enhance retention and long-term Merchant success. This role requires strong analytical skills, a consultative approach, and the ability to drive business growth by leveraging data-driven insights

Key Responsibilities:

Portfolio & Relationship Management:

• Serve as the primary point of contact for assigned Key Accounts, ensuring a proactive and strategic approach to Merchant engagement.
• Develop deep understanding of the Merchant’s business, industry and challenges to provide tailored recommendations, building on long-term relationships and demonstrating world-class service.
• Conduct regular business reviews and strategy sessions with Merchants to align goals and success metrics.
• Act as the voice of the Merchant within the company, ensuring their needs are understood and addressed.
• Build and maintain Merchant profiles and/or portfolios.
• Manage incoming queries related to your portfolio, keeping tracking of query types and frequency thereof.
• Manage escalations from Merchant Service Call Centre, Operations, Sales and the like.

Retention and Growth Strategy:

• Monitor Merchant Health and proactively address concerns or sudden changes.
• Analyse Merchant behaviour, usage patterns, and potential risks to identify early churn indicators and create intervention plans where need be.
• Handle Merchant objections and develop solutions that address pain points to drive continuous product adoption and usage.
• Identify opportunities to increase product penetration and upsell or cross-sell solutions that add value and generate revenue.
• Work closely with Sales, relationship managers, Operations and product teams to drive seamless Merchant experiences and optimize engagement.
• Initiate fee reviews as per company policy as and when required and authorized to do so

Data Analysis and Insights Generation:

• Utilize data from our CRM and other internal sources to track customer trends, pain points and any opportunities.
• Generate reports and insights on Merchant Health, satisfaction, and engagement levels to drive strategic decision-making related to product enhancements, feature adoption etc.
• Develop a predictive model/approach to assess retention risks and prioritize outreach efforts to your assigned portfolio.
• Recommend improvements based on data analysis, helping refine Merchant success strategies.

Process Optimization and continuous improvement:

• Work closely with internal teams to improve inefficiencies in service delivery and product adoption.
• Provide feedback on process bottlenecks, operational gaps, and areas that need automation or streamlining.
• Assist in developing frameworks, playbooks, and best practices for managing Key Accounts effectively.
• Build and maintain knowledge base for both internal and external stakeholders.

Merchant advocacy and Pain Point Resolution:

• Engage with high-touch Merchants through strategic discussions on a quarterly basis (or as required) rather than transactional interactions, ensuring long-term value creation.
• Collaborate with the CSE Analyst, Operations and Product teams to address recurring Merchant issues and advocate for feature improvements.
• Educate Merchants on best practices, self-help tools, new features, and optimization strategies to maximize product value.
• Identify potential Merchant unhappiness before they reach out, and proactively address these internally as well we with the Merchant directly.
• Ensure that all tickets are logged, assigned and managed according to protocols and turnaround times.
• Understand, evaluate, and look to continuous improvement in supporting and resolving Merchant queries, working with the CSE Analyst and Leads to affect required change.
• Any Ad hoc duties related to the role
   

Key Requirements:

• Bachelor’s Degree in Business Administration, Marketing, Commerce, Finance, Economics, Information Systems, or a related field.
• 3–5 years’ experience in Key Account Management, Account Relationship Management, Customer Success, Merchant Services, or B2B Client Management.
• Proven experience managing a portfolio of high-value clients/merchants, including conducting business reviews, handling escalations, and building long-term strategic relationships.
• Strong background in customer retention, account growth, upselling, and cross-selling, with evidence of achieving portfolio growth and reducing churn.
• Experience using CRM platforms and customer analytics tools to track customer health, monitor engagement, generate reports, and drive data-based decisions.
• Demonstrated ability to analyze customer behavior, identify trends and risks, and develop solutions that improve customer satisfaction, product adoption, and retention.
• Experience working within cross-functional environments (Sales, Operations, Product, Customer Support) to resolve client issues and improve service delivery.

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.