Strategic Account Manager

Job Title: Strategic Account Manager
Department:Sales
Reports To: Head of Accounts

Job Purpose:

The Strategic Account Manager is responsible for building, managing, retaining and growing strategic relationships with our customers.

This role involves owning the customer relationship, executing comprehensive account plan to ensure growth and customer satisfaction.

The individual will be a key advisor, helping customers implement their business strategies, matching their needs with CR2 solutions.

The Strategic Account Manager will also be an expert on CR2's products, have a deep understanding of the payments and fintech landscape, and each customer 's organisation and procurement processes.

Key Responsibilities:

Account Management & Strategy Execution

Develop and execute a comprehensive account plan for CR2 customers, aligning CR2's products and solutions with the customer's business needs.

Owns the relationship between CR2 and its customers, acting as the central coordination point for internal and external stakeholders.

Customer Advisory & Solution Development

Develop a deep understanding of our customers and identify opportunities within the customer base where CR2 can deliver meaningful value.

Be a trusted advisor to customers, providing insights, guidance, and recommendations to enhance customer satisfaction and loyalty.

Market Intelligence & Solution Expertise

Continuously research and understand the drivers of the markets CR2 serves, staying updated on market trends, customer needs, and competitive landscapes.

Act as a solution expert for CR2's product suite by staying up to date on new offerings, future developments, and competitive landscape to ensure a strong market advantage.

Present and demonstrate CR2's product features and benefits, utilising internal resources to showcase our solutions effectively.

Relationship Building & Stakeholder Management

Build and maintain strong, long-lasting relationships with C-level and senior stakeholders within key accounts.

Ensure all customer interactions are conducted compliantly and timely, maintaining
high standards of professionalism.

Support customers throughout their journey, providing expert advice and facilitating smooth engagement with CR2's products.

Collaboration and Cross-Functional Engagement:

Collaborate closely with internal teams, including Product, and Professional Services, to ensure customer needs are met and solutions are delivered seamlessly.

Drive and support internal initiatives (eg. change request management) to ensure the best customer experience and the successful adoption of CR2 solutions.

Critical Competencies:

Customer Relationship Management

Proven ability to establish, nurture, and manage customer relationships at the executive and key stakeholder level.

Solution Selling & Advisory

Expertise in creating and articulating compelling value propositions, with a focus on delivering customer-centric solutions in the payments and fintech space.

Strategic Thinking

Skilled at identifying customer needs and market trends, analysing the customer base to address these needs and drive both customer success and business growth.

Negotiation & Influence

Strong negotiation skills with a focus on mutually beneficial outcomes, capable of influencing decision-makers and driving business results.

Product Knowledge & Market Insight

Deep knowledge of CR2's products, the payments landscape, and financial inclusion initiatives.

Collaboration & Teamwork

Strong collaboration skills, with the ability to work effectively across various teams to meet customer and organizational goals.

Communication

Demonstrated ability to actively listen and understand customer needs, paired with excellent verbal and written communication skills. Proven capacity to engage effectively with stakeholders at all levels, including C-suite executives.

Qualifications & Experience:

Education

A Master's degree in Business, Finance, Technology, or a related field is highly regarded.

Experience

Substantial experience (5+ years) as a Key Account Manager or in a similar strategic role, preferably within the MEA markets.

A deep understanding of the Banking, Fintech, and Payments space, with knowledge of customer procurement and vendor processes.

Proven experience in managing complex accounts and delivering solutions for digital transformation, financial inclusion, and agency banking.

Language Proficiency:

Fluent in English (spoken and written) is required.

Proficiency in Arabic or French would be a significant advantage.

Success Metrics:

Customer Retention & Satisfaction

High levels of customer satisfaction, demonstrated through positive feedback, cross sell and upsell and long-term account retention.

Order Intake

Consistently achieve order intake targets and drive account growth through strategic upselling and cross-selling of CR2 solutions.

Effective Relationship Building

Strong, enduring relationships with key stakeholders, particularly C-level executives, within strategic accounts.

Successful Solution Adoption

Demonstrated success in facilitating the adoption and integration of CR2's products in customer environments.

Market & Product Expertise

Recognised as a subject matter expert on CR2 products and the broader fintech and payments landscape, influencing customer decisions and solutions.

Equal Opportunity Statement:
CR2 HPS Group is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.