Account Manager

Who we are:

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

Who you are:

Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!

About the role:

As an Account Manager, you will own high-level client interactions and relationships. Serving as a member of the revenue team, you’ll stay aligned with clients’ strategic objectives and drive their overall growth. You will lead various meetings such as cross-functional reviews, account strategy sessions, business reviews, and advise clients on product adoption and best practices. You’ll manage and report on client references requests, P&L, sentiment, and work with leadership to prioritize enhancement and configuration changes for your customers. This is a remote, full-time position offering a generous base salary, bonus, and commission opportunities. Travel will be required in this role to client sites across the U.S. (25-30%)

Responsibilities include:

• Serve as a point of contact for clients throughout the customer lifecycle, fostering strong, trust-based relationships with internal and external stakeholders.
• Triage incoming defects, drive out configuration requirements, and field enhancement requests to ensure client needs are addressed promptly and effectively.
• Partner with the support developer for your clients to facilitate advanced triage, remediation, and code changes.
• Demonstrate in-depth knowledge of the Quavo platform, including its functionality and capabilities, to guide clients toward achieving their goals.
• Leverage expertise in claims, fraud, and disputes to ensure solutions align with clients’ industry-specific needs and challenges.
• Drive client satisfaction by effectively tracking and managing all client support, monitoring, remediation, and configuration change work, ensuring timely resolutions and communication.
• Lead weekly stand-up calls and other required communications, addressing client needs, providing updates on implementation projects, and ensuring satisfaction.
• Provide client scorecard metrics to leadership, offering insights into overall client health and identifying areas for improvement or opportunity.
• Resolve and/or escalate customer issues within defined service level agreements (SLAs) to ensure timely and effective resolutions.
• Develop each client into a referral client by fostering long-term relationships and ensuring daily success within the product.
• Perform additional duties as assigned and maintain compliance with all company policies and procedures.
• 25-30% to visit client sitess

Required Qualifications:

• 5+ years of relevant work experience in a client-facing role OR relevant fraud and disputes operational management experience with a desire to get into sales/client management
• History building successful customer and/or stakeholder relationships at an enterprise level
• Work experience with fraud, disputes, and/or compliance in a financial, fintech, processing, or related company
• Capacity to develop deep insights about clients’ operations and provide detailed coaching
• Demonstrated experience developing, implementing, and achieving goals; ability to impart success to clients and create executable plans for internal teams to drive areas of improvement
• Excellent communication and presentation skills
• Ability to exude excitement, stability, and maturity when representing Quavo
• High school diploma