Senior Account Manager

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About the role

Senior Account Manager - Italy The Account Manager is responsible for managing and growing relationships with a portfolio of clients across Italy. Acting as a primary point of contact for assigned customers, this role focuses on customer satisfaction, retention, account growth, and delivering excellent customer experience. Working closely with internal teams and external partners, the Account Manager supports institutions in maximizing the value of Convera's solutions while identifying opportunities to expand services and strengthen customer relationships. This role combines relationship management, customer success, and commercial accountability to support customer and business objectives. Key Responsibilities Account Management • Manage a portfolio of SMEs and Corporates customers across Italy • Build and maintain strong working relationships with key customer stakeholders. • Conduct regular customer meetings to review performance, discuss business needs, and identify opportunities to improve customer outcomes. • Support customer retention and renewal efforts through proactive engagement and responsive account management. • Manage incoming enquiries and requests from customers and execute outbound campaigns among existing customer base, leading by example within the rest of the team. • Maintain accurate account information, activity records, and opportunity tracking within CRM systems. Customer Relationship Management • Serve as a primary point of contact for assigned customers and coordinate support across internal teams, including Customer Care, Compliance, Credit, Operations, Finance, and Implementation. • Help resolve customer issues and escalate concerns when appropriate to ensure timely resolution. • Gather and communicate customer feedback to relevant internal stakeholders. • Foster positive customer experiences and build long-term relationships based on trust, responsiveness, and value delivery. Account Growth & Revenue Support • Identify opportunities for additional products and services that align with customer needs and objectives. • Support upsell, cross-sell, and expansion initiatives within assigned accounts. • Partner with sales and business development teams to pursue growth opportunities within existing customer relationships. • Assist with contract renewals, customer reviews, and commercial discussions as needed. • Encourage customer referrals and introductions to other departments, faculties, or campuses where opportunities exist. Collaboration & Service Delivery • Work closely with internal stakeholders and external partners to ensure successful delivery of services and solutions. • Support implementation and adoption activities for new products, services, or enhancements. • Coordinate customer-facing activities and ensure clear communication throughout the customer lifecycle. • Contribute to continuous improvement efforts by sharing customer insights and recommendations. Industry & Market Awareness • Maintain knowledge of the sector and the challenges • Stay informed about trends and FX market evolutions. • Monitor FX market developments and regulatory changes that may impact customers across the Italian market. • Use and develop FX derivatives products, such as FWD, Flexi and Options. • Apply industry knowledge to support customer conversations and identify opportunities to add value. Operational Excellence • Monitor customer activity, account performance, and service utilization. • Support forecasting, renewal planning, and account reporting activities. • Ensure compliance with company policies, contractual requirements, and service standards. • Contribute to achievement of team goals and performance targets. Qualifications • Bachelor's degree in Business, Finance or

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