Key Account Manager
Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.
Role Purpose:
As a Key Account Manager at Boku, you are directly responsible for the satisfaction, retention, and revenue growth of your assigned portfolio of merchants. You will act as the primary point of contact for your merchants, ensuring best-in-class experience while driving revenue performance through optimization initiatives, new payment method launches, and strategic growth execution.You will partner cross-functionally to execute growth strategies, influence internal stakeholders, and ensure Boku remains the preferred partner across DCB, wallets, A2A, and other local payment methods.
Key Responsibilities:
- Merchant Ownership: Responsible for the timely response and resolution of day to day merchant queries and issues.
- Develop and maintain strong relationships with portfolio merchants.
- Monitor performance metrics, identify optimization opportunities, and report findings to ensure Boku provides the best in-life experience to our most valued merchants.
- Strategic Growth: Responsible for maintaining account plans for your portfolio merchants and ensuring the respective merchant task forces are interfacing with and influencing key decision makers within merchant accounts.
- Responsible for the development and execution of Vitruvian opportunity plans with cross-functional merchant task forces.
- Responsible for the successful execution of the growth strategy for your merchants.
- Internal Leadership: Act as the voice of your portfolio merchants internally.
- Lead cross-functional task forces to provide the best in-life experience to our most valued merchants.
- Responsible for internal projects and initiatives in customer success and commercial enablement for the portfolio merchants.
- Merchant Success: Successfully drive processes and client engagement that ensure the client is successful and values their partnership with Boku.
- Accountable for the preparation and execution of Business Reviews (BRs) as well as the delivery of action items.
- Accountable for an up-to-date database of merchants and relevant project documentation for business continuity.
- Become the key ‘problem solver’ for partners in any matters related to Local Payments, Settlement, Bundling, or Customer Success.
- Revenue Generation: Meet revenue objectives and drive revenue growth with cross-functional teams from existing customers through new launches and new business.
- Responsible for delivering the set revenue targets of portfolio merchants with the launches of new payment methods and optimization activities
- Work with Sales, Business Development, Product, and Operations to ensure the growth of existing business and identification of new opportunities for Sales engagement.
Measures of Success :
- Revenue Performance – Achieve or exceed targets for partnership revenue.
- Pipeline Development – Shape and execute a pipeline of growth that supports merchant goals.
- Merchant Strategy – Identify and drive the growth of merchant specific KPIs that improve payment volumes, user growth/retention, and more.
- Client Success & Retention – Successfully drive processes and client engagement that ensure the client is successful and values their partnership with Boku.
- Boku Strategic Alignment – Ensure cross-functional teams and internal Boku decision-makers are clear on merchant goals and that our internal growth strategies align.
Key Skills and Competencies:
- Growth Strategy & Execution – Strong ability to execute effective merchant growth strategies aligned with Boku’s business objectives.
- Negotiation & Deal Closing – Experience in contract negotiations.
- Payments Industry Knowledge – Understanding of digital payments, alternative payment methods, and global transaction ecosystems.
- Client-Centric Approach – Strong ability to understand merchant needs, conduct gap analyses, and craft tailored solutions.
- Collaboration & Communication – Proven ability to work cross-functionally with internal teams (Product, Sales Ops, CSM), manage up, and effectively present solutions to external stakeholders.
Qualifications:
- You are an experienced self-starter with a customer-centric focus, growth mindset, an analytical skillset, and attention to detail.
- You have an understanding of what customers require, when the customer may not fully understand their own needs.
- You possess good judgement and make effective decisions at the appropriate speed.
- You are used to working in cross-functional teams, with an ability to deliver commercially successful products and services that wow customers.
- You thrive working in a dynamic, fast-moving startup environment.
- You deal well with ambiguity and respond flexibly to change.
- You are a strong, innovative leader who can prioritize well and communicate effectively.
- You are able to manage cross-functional teams by empowering and supporting decision-making at the periphery yet retaining ownership for delivery.
- You have strong analytical and quantitative skills, with the ability to gather insights from data instead of just regurgitating it.
- You are comfortable getting your hands dirty in day-to-day tasks to get things done. No task is beneath you.
- Experience with payments, mobile, e-commerce, website development, and digital technologies is strongly preferred.
- 2+ years in the payments industry and BA/BS or equivalent work experience required.