Senior Account Representative

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 a related field, or an equivalent combination of education and experience.
• 3-5 years of experience in account management, customer success, relationship management, sales, or a related customer-facing role.
• Strong knowledge of FX products and markets.
• Demonstrated ability to build and maintain customer relationships across multiple stakeholder groups.
• Experience supporting customer retention, renewals, or account growth initiatives.
• Strong communication, presentation, and interpersonal skills.
• Effective problem-solving and organizational abilities with strong attention to detail.
• Ability to manage multiple priorities and work independently in a remote environment.
• Experience working across different European markets, cultures, and business environments is advantageous.

Key Performance Indicators

• Customer retention and renewal rates.
• Customer satisfaction and relationship health.
• Achievement of account growth, upsell, and cross-sell objectives.
• Timely resolution of customer issues and inquiries.
• Customer engagement levels and adoption of services.
• Quality and accuracy of account plans, forecasts, and CRM data.
• Contribution to team revenue and customer success goals.

Role Impact

The Account Manager plays an important role in maintaining and growing Convera's relationships within the Italian SME sector. Through strong customer engagement, effective account management, and collaboration with internal teams, this role helps institutions achieve their goals while supporting revenue growth, customer retention, and long-term partnership success. By delivering value to customers across the Italian Market, the role contributes directly to Convera's continued growth in the education sector.

About Convera

Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech-led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera's financial network spans more than 140 currencies and 200 countries and territories.

Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We Offer

• Competitive salary
• Opportunity to earn a bonus based on performance
• Great career growth and development opportunities in a global organization
• Comprehensive corporate benefits
• Flexible and collaborative working environment

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform business-to-business payments.