About the role
About the Role
The Key Account Manager – Platinum Segment is responsible for end‑to‑end management, growth and retention of allocated premium merchant accounts. The role focuses on delivering superior merchant experience, increasing transaction value, driving solution adoption and ensuring service excellence for high‑value Platinum merchants.
Key Responsibilities
• Own a defined portfolio of Platinum / premium merchants within the assigned region.
• Drive revenue and transaction growth through increased wallet share and sustained merchant engagement.
• Act as the single point of contact for day‑to‑day business and service interactions with assigned merchants.
• Build strong relationships with business owners, finance heads and operational stakeholders at merchant locations.
• Conduct regular engagement reviews to understand merchant needs, challenges and growth opportunities.
• Ensure high merchant satisfaction and long‑term retention.
• Promote adoption of acquiring‑led solutions such as multi‑location POS, integrations, reporting enhancements and value‑added services.
• Identify upsell and cross‑sell opportunities in collaboration with the Regional Sales Manager.
• Support pilots and rollout of new acquiring capabilities for Platinum merchants.
• Coordinate with operations, service and technology teams to ensure high uptime, quick resolution and SLA adherence.
• Manage escalations proactively to minimise merchant disruption.
• Track and resolve recurring issues to improve merchant experience.
• Ensure all merchant documentation, pricing and onboarding details are compliant with bank and regulatory guidelines.
• Maintain account hygiene, timely renewals and accurate merchant records.
• Flag operational, risk or compliance concerns to the Regional Sales Manager in a timely manner.
Qualifications
Optimal qualification for success on the job is:
• Graduation /Post Graduate degree
Role Proficiencies:
• 3 – 8 years of experience in banking, payments or merchant acquiring
• Experience managing large or premium merchant portfolios preferred
• Exposure to relationship management and solution‑led selling
• Strong relationship management skills
• Understanding of merchant acquiring and digital payments
• High execution focus with service orientation
• Ability to coordinate across multiple internal teams