Senior Account Representative, SMB

Collaborate internally to influence process quality and efficiency. Determine appropriate actions and consider alternative solutions. Acquire, manage, and expand relationships with small and medium-sized merchants. Use analytical skills and judgment to recommend best solutions. Influence through defined processes and procedures. Develop tailored account plans and commercial strategies for these strategically important merchants. Use AI-powered tools to identify growth, cross-sell, and risk signals across your portfolio. Keep pipeline, forecast, and portfolio health reporting accurate, and support less experienced Account Representative colleagues by sharing what works. Bring together the right internal teams to resolve merchant needs and work through ambiguous issues where no established playbook exists. 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. A track record of owning high-value or strategic customer relationships and the commercial outcomes that come with them. Quantifiable examples of retaining and growing a complex book of business through cross-sell, upsell, or wallet-share growth. Comfortable using AI and commercial data to prioritise opportunities, focus your time, and intervene early where there is a risk of churn or decline. A problem-solver who can work beyond standard playbooks, weigh alternatives, and reach commercially sound outcomes on ambiguous merchant issues. A strong internal collaborator who can mobilise partners across the business, maintain clear account plans and forecasts, and reliably close out actions. 5+ years of relevant experience and a Bachelor's degree, or an equivalent combination of education and experience.