Job description

About Network International

Network International stands as the largest FinTech company serving the Middle East and Africa. Our primary focus lies in payments, facilitating services across more than 50 countries including key markets such as UAE, Jordan, South Africa, and Egypt. Alongside payments, our offerings extend to Data and Insights, Lending, Insurance, and Risk Solutions. Our clientele spans all business sizes, while we are increasingly penetrating the consumer card segment.

Our Work Culture and Values

We prioritize innovation, agility, and purposeful teamwork to stay at the forefront of financial services. We invest in our people by empowering them to make bold decisions, embrace rapid learning, and enhance their skills with industry leaders. Our culture fosters trust, accountability, and achievement, working together as one team to create meaningful value for our customers.

Role Overview

The Key Accounts Specialist is responsible for managing a portfolio of key Merchant clients, deepening relationships, addressing pain points, and proactively delivering strategic solutions to boost retention and long-term success. This role demands strong analytical capabilities, a consultative approach, and leveraging data insights to drive business growth.

Key Responsibilities

Serve as the main liaison for assigned Key Accounts, ensuring proactive and strategic engagement with Merchants.
Gain a thorough understanding of Merchants' businesses, industries, and challenges to offer customized recommendations and world-class service.
Conduct regular business reviews and strategy meetings to align with Merchant goals and success benchmarks.
Act as the direct voice of Merchants within the company by communicating their needs effectively.
Maintain detailed Merchant profiles and track inquiries and issues within your portfolio.
Manage escalations from service centers, operations, and sales teams efficiently.
Monitor Merchant health closely and proactively address any concerns or fluctuations.
Analyze Merchant behaviors and usage patterns to detect early signs of churn, developing intervention strategies as needed.
Resolve objections by creating solutions that enhance product adoption and usage.
Identify opportunities to increase product penetration including upselling and cross-selling to add value and revenue.
Collaborate closely with Sales, Relationship Management, Operations, and Product teams to deliver seamless Merchant experiences and engagement.
Initiate fee review processes as authorized in line with company policies.
Utilize CRM and internal data to identify customer trends, concerns, and growth opportunities.
Generate reports on Merchant health, satisfaction, and engagement to support strategic decisions.
Develop predictive models to assess retention risks and prioritize outreach.
Recommend strategy improvements based on data analysis to refine Merchant success initiatives.
Partner with internal teams to identify and fix inefficiencies in service delivery and product adoption.
Contribute feedback on process bottlenecks and suggest automation or streamlining solutions.
Create and maintain frameworks, playbooks, and best practices for key account management.
Maintain comprehensive knowledge bases accessible to internal and external stakeholders.
Engage with high-touch Merchants through strategic quarterly (or as needed) discussions rather than transactional interactions for lasting value creation.
Work alongside CSE Analysts, Operations, and Product teams to tackle recurring Merchant issues and advocate enhancements.
Educate Merchants on best practices, self-help resources, new features, and optimization strategies to maximize value.
Anticipate potential Merchant dissatisfaction and proactively address issues internally and with Merchants directly.
Ensure all support tickets are logged, assigned, and managed within prescribed protocols and turnaround times.
Continuously evaluate and improve Merchant support processes in coordination with CSE Analysts and leads.
Carry out any additional duties pertinent to the role.

Essential Qualifications and Skills

Bachelor’s degree in Business Administration, Marketing, Commerce, Finance, Economics, Information Systems, or related disciplines.
Between 3 to 5 years of experience in key account management, account relationship management, customer success, merchant services, or B2B client management.
Demonstrated capability managing portfolios of high-value clients or merchants, including performing business reviews, handling escalations, and nurturing strategic relationships.
Strong expertise in customer retention, account growth, upselling, and cross-selling with a proven track record of portfolio expansion and churn reduction.
Proficiency with CRM systems and analytics tools to monitor customer health, engagement, and deliver insightful reports to support data-driven decisions.
Ability to analyze client behavior, recognize trends and risks, and develop solutions enhancing satisfaction and retention.
Experience working collaboratively across Sales, Operations, Product, and Customer Support teams to improve service delivery and client outcomes.

Equal Opportunity

Network International is an equal opportunity employer welcoming applicants from all backgrounds, nationalities, and experience levels. We are dedicated to building an inclusive workplace that fosters innovation, diversity, and high performance.