Head of Account Management (FinTech, EMI)

Join PayDo as our Head of Key Account Management and spearhead the growth and success of our most valued client relationships. As a leader within our dynamic FinTech environment, you will be instrumental in driving operational excellence within the Key Account Management (KAM) team, ensuring exceptional client satisfaction, and directly contributing to our revenue expansion. This role offers the opportunity to shape our strategic client partnerships and foster a high-performing, client-centric culture.

Your regular tasks 

• Provide strategic leadership and daily oversight to the Key Account Management (KAM) team, driving operational excellence, client satisfaction, and revenue growth
• Maintain, update, and enforce SOPs, guidelines, and manuals for the KAM department; conduct regular reviews to ensure alignment with evolving regulatory and business requirements
• Continuously assess and enhance KPIs and SLAs to ensure they reflect the company’s current strategic objectives and client expectations
• Oversee and conduct regular Quality Assurance (QA) assessments to ensure high standards in service delivery, account performance, and client engagement
• Identify operational inefficiencies and proactively implement cross-functional solutions that streamline workflows, improve service levels, and enhance the end-to-end client experience
• Manage team performance through targeted coaching, structured feedback, and development planning; address underperformance through corrective actions and timely offboarding where necessary
• Promote a culture of continuous professional development by deepening the team’s expertise in product functionality, payment systems, compliance requirements, and industry trends
• Foster a high-performance, accountable culture within the team by reinforcing professionalism, work ethic, and motivation at all levels
• Cultivate and maintain strong relationships with PayDo’s key clients, acting as a strategic partner by regularly gathering client feedback and translating insights into actionable improvements across products and services
• Identify opportunities to increase profitability by initiating, championing, and overseeing the delivery of key client-driven features and solutions that drive long-term value

Skills & expectations

• Proven track record of at least 2 years in a managerial role, with direct supervision of a team of 3 or more individuals
• Minimum of 4 years of experience in the Fintech industry, either as a consultant in Fintech consulting company, in-house payments manager in high-risk verticals (iGaming, Crypto, Forex, etc), account manager/sales agent, or customer support representative within a financial institution (EMI, Bank, or PSP) or similar
• Strong understanding of payment infrastructures, including payment schemes, card schemes and alternative payment methods
• Strong understanding of the specifics of KYB onboarding process, preferably with an EU/CA-based EMI or PSP
• In-depth knowledge of the fintech landscape, including key competitors and current market trends
• Solid understanding of the company’s target industries, with hands-on experience working across high-risk and low-to-medium risk sectors
• Demonstrated leadership and team management capabilities, with a history of building and leading high-performing teams
• Outstanding communication, negotiation, and interpersonal skills, with a client-centric approach
• Ability to manage multiple priorities and stakeholders in a dynamic, fast-paced environment
• Fluent level of English skills, Fluent Ukrainian or Russian language 
• Experience working with cryptocurrencies would be a plus
• Experience of working with PIS/AIS payment flows would be a plus