About the role
Context of
the role The Account and Optimisation Manager will sit at the intersection of client relations and operational execution. In this dual role, you will be the bridge between our clients and our internal technical and financial and operational infrastructure. You will also manage a portfolio of growing business accounts, ensuring their day-to-day transactions run smoothly, while simultaneously troubleshooting operational bottlenecks. Reporting to the regional heads of Account Management, you will build strong day-to-day relationships with these accounts, helping them get the most value from Thunes. You will be their first point of contact for our products and services, ensuring a great customer experience, driving healthy adoption, and identifying smaller cross-sell and upsell opportunities, often in collaboration with more senior Account Managers.
Responsibilities: • Ensure satisfaction across your portfolio of smaller accounts to support positive retention and contractual health • Identify and follow up on cross-sell and upsell opportunities to grow revenue • Act as a day-to-day advocate for your customers, helping Thunes understand their needs and feedback • Work closely with internal teams (e.g. product, sales, compliance, solution delivery and operations) to resolve issues and improve customer experience • Support the rollout of new services and features to your accounts, taking into account market specifics (e.g. regulation, competition) • Take ownership of customer requests, coordinating internally to drive timely resolutions and incremental value • Use clear, structured communication to keep customers and internal stakeholders informed on progress and next steps • Maintain accurate, up-to-date records in our CRM and other tools, ensuring data quality and completeness • Build and maintain strong working relationships with colleagues and customers to ease communication and facilitate quick issue resolution. Skills /
Qualifications: You’re a natural people person who enjoys solving customer problems; you’re excited to deepen your knowledge of high-growth technology and payments businesses; you’re organized, proactive, and comfortable working with data and digital tools. 3–7 years’ experience in B2B Account Management, Customer Success or related client-facing roles • Experience managing a portfolio of small to mid-sized accounts, ideally in technology, SaaS, fintech or financial services • Payments experience is strongly preferred, but not mandatory if you can demonstrate strong interest and the ability to learn quickly • Tech-savvy and comfortable working with digital tools (e.g. Sales Force, Tableau, spreadsheets) and explaining product features to customers • Operationally focused, with the ability to methodically grow live accounts by following structured plans and using metrics • Strong customer success mindset, with a data-driven and process-oriented approach to managing accounts • Solid communication and basic negotiation skills, with the confidence to handle commercial conversations for smaller accounts and to support seniors on larger ones • Strong written and spoken English; Arabic is a plus Package and
