We are looking for an experienced and driven Head of Account Management to lead and
scale our growing KAM Department. This is a senior leadership role that combines strategic vision with hands-on client ownership.
As Head of AM, you will shape the department's strategy, build a scalable operating model,
and personally own our most critical partner relationships. You will drive our transition to a
proactive, metric-driven culture — where every manager thinks like a business owner and
every client relationship is an active revenue channel.
What You'll Do
Team Leadership & Department Development
• Lead, mentor, and grow the KAM team — setting clear performance expectations, running
1:1s, and building individual development plans for each manager.
• Own the department's OKR and KPI framework: Approval Rates, Conversion Rates, Volume
Growth, Net Revenue Retention.
• Hire and onboard new Account Managers as the business scales; design onboarding
materials and internal training programs.
• Foster a 'Business Owner' mindset across the team — shifting from reactive support to
proactive revenue generation.
Portfolio Ownership & Revenue Growth
• Personally manage the top-tier merchant portfolio — acting as a strategic advisor and trusted
partner, not just a point of contact.
• Drive revenue within the existing portfolio through upselling new payment methods, cross-
selling Utorg products, and increasing processing volumes.
• Lead quarterly business reviews (QBRs) with key stakeholders, focused on performance
metrics, ROI, and growth roadmaps.
• Analyze client transaction data to identify conversion rate drops, revenue leakage, and
untapped volume opportunities.
Strategy & Cross-functional Leadership
• Develop and execute the Account Management strategy — including client segmentation,
tiering, and retention playbooks.
• Act as the voice of the merchant within Utorg: collaborate with Integration, Support, Legal,
Finance, and Product to deliver seamless client experiences.
• Feed the Product team with competitive insights and market intelligence that directly drive
conversion and revenue improvements.
• Partner with Sales and BD teams to ensure smooth client handoffs and alignment on
commercial terms and pricing.
What You Bring
Experience
• 6+ years in Account Management, Customer Success, or Business Development —
specifically within FinTech or Payments.• 2+ years in a team lead or management role, with a proven track record of building and
scaling AM teams.
• Deep understanding of payment rails, merchant lifecycle, and processing economics is
essential for this role.
• Demonstrated experience owning high-volume merchant relationships and negotiating
commercial terms.
Skills & Mindset
• Fluent Russian & English (B2+/C1) — mandatory. Daily communication with international
partners and internal teams.
• Commercial mindset: you understand the difference between 'supporting' a client and
'growing' a client — and you instill this in your team.
• Strong analytical skills: ability to look at transaction data and pinpoint why a conversion rate is
dropping or where revenue is being lost.
• Exceptional leadership and coaching ability — you know how to motivate, challenge, and
develop talent at all levels.
• High emotional intelligence, strong organizational skills, and the ability to thrive in a fast-
paced, scaling environment.