Senior Account Manager

As a Senior Account Manager at Runa, your primary responsibilities include developing and maintaining strong customer relationships, ensuring a seamless customer experience, and acting as the key point of contact for clients. You will be conducting regular business reviews to assess customer satisfaction, identifying upsell and service opportunities, and providing valuable insights to internal teams to enhance Runa's offerings.

To thrive as a Senior Account Manager at Runa, candidates should have a proven track record in account management, preferably within the fintech or payments sector. Familiarity with Account Management software like Salesforce, and experience with account success strategies such as ROI assessments and health scores are also required. A customer-centric mindset and strong communication skills are essential for building effective relationships.

At Runa, we prioritize the personal and professional development of our Senior Account Managers. We offer a generous £1,000 annual Learning & Development allowance, alongside six days of study leave to help you master your craft. You'll also have access to mentorship, collaborative projects, and the chance to learn from cross-functional teams.

In the Senior Account Manager role at Runa, you'll handle a diverse portfolio of clients, including leading companies in various sectors. Your focus will be on nurturing these relationships to increase satisfaction, retention, and advocacy while being a trusted resource for them as they navigate their partnership with Runa.

Runa offers a comprehensive benefits package for our Senior Account Managers, including 25 days of holiday plus public holidays, private medical and dental health insurance, participation in the Employee Options pool, a contribution to childcare costs, and flexible hybrid working arrangements. Employee wellness and growth are paramount to us!

When answering this question, it’s essential to highlight your relevant experiences, detailing specific roles and responsibilities related to account management. Discuss key projects you led and how they contributed to client satisfaction and retention, emphasizing metrics that demonstrate your impact.

Building relationships with clients requires a strategic approach. Share examples of how you prioritize communication, set regular check-ins, and customize your interactions based on client needs. Discuss your philosophy of being proactive rather than reactive to foster those relationships.

To ensure customer satisfaction, I consistently gather feedback through meetings and surveys, monitor key performance indicators, and adjust strategies accordingly. Sharing an example where you implemented changes based on feedback is a great way to support your answer.

Handling unhappy clients should start with active listening and empathy. Describe a past situation, how you approached it, and the steps taken to resolve the issue. Highlight your ability to turn challenges into opportunities for improved service.

Detail your proficiency with Salesforce or other relevant tools. Explain how you have used these tools to track client interactions, manage accounts, and analyze data for strategic decisions, showcasing how they translate into measurable outcomes.

Identifying upselling opportunities involves understanding the client’s business inside and out. Give examples of how you conduct regular reviews and needs assessments that help showcase additional services or products that may enhance their experience.

Share a specific story where you turned around a client relationship. Focus on the strategies you employed to engage the client, address their concerns, and ultimately retain their business while enhancing satisfaction.

Staying informed is vital in the fast-paced fintech industry. Mention your practices, such as following industry news, attending conferences, networking with other professionals, or participating in relevant online forums to ensure you are up to date with the latest trends.

When preparing for business reviews, I gather data on account performance, customer feedback, and relevant updates about our offerings. Community collaboration is essential, so I also involve relevant team members to present a unified approach during these reviews.

Express your passion for customer success and how the satisfaction of seeing clients thrive drives you in your role. You can also mention the excitement of creating long-term partnerships and learning about different industries through the lens of your clients.