Department Overview:

Our team is responsible for supporting the day-to-day needs of key clients across several strategic segments, including enterprise, banking, insurance, and retail. The team serves as a primary point of contact for client relationship management, ensuring smooth execution, responsive service, and ongoing alignment with client objectives.

Our department plays a critical role in maintaining and growing client partnerships by delivering operational support, resolving issues proactively, coordinating cross-functional resources, and identifying opportunities to enhance the customer experience and achieving commercial growth.

Purpose of the role:

The Account Manager 3 role is responsible for managing and growing strategic client relationships by serving as a trusted day-to-day partner for key accounts. This role ensures client needs are met through proactive support, strong cross-functional coordination, issue resolution, and a consistent focus on delivering an excellent customer experience. The Account Manager 3 is also expected to identify opportunities that support retention, client satisfaction, and commercial growth across assigned accounts.

• Manage the day-to-day needs of assigned key accounts across strategic client segments.
• Serve as a primary point of contact for clients, building strong and trusted relationships.
• Ensure timely and effective resolution of client issues, concerns, and service needs.
• Monitor account activity and maintain alignment with client goals, expectations, and business priorities.
• Identify opportunities to improve the customer experience and strengthen overall account performance.
• Maintain a high level of responsiveness, professionalism, and accountability in all client interactions.
• Drive growth and deliver sales & profit targets for assigned accounts.
• Pro-actively identify gaps and opportunities within nominated client base to cross sell and up sell Blackhawk products.
• Provide sales analytical support & reporting for designated accounts.
• Assist in the development of strategic account plans for designated accounts – identify opportunities to renew and grow accounts.
• Work with internal Blackhawk departments including but not limited to; Implementation, Product Managers, Operations, Finance, Customer Service, Marketing and Content teams to help ensure client campaigns and programs are optimized and running efficiently at all times.
• Plan and lead quarterly business reviews with nominated accounts as required with the support of the Enterprise Manager and the sales team.
• Lead the communication of new product enhancements and industry trends to key clients with the support of the Enterprise Manager.
• Providing support to Directors and Senior Account Managers when requested.

Knowledge, Skills, Attributes and Experience

• 5 -10+ years’ experience managing enterprise clients in financial services, insurance, retail, FMCG or Utilities sectors.
• Advanced knowledge of Loyalty, Prepaid, Telco or Gift Card categories and products
• Highly detailed, strong communication, and presentation skills
• Highly motivated with strong level of initiative, energy, and enthusiasm
• Accustomed to working in a fast paced, rapidly changing environment
• Strategic and results oriented
• Strong interpersonal skills and the ability to liaise with people at all levels and build beneficial relationships
• Excellent time management skills and ability to multitask  

What does success look like in this role?

• The ability to contribute to client retention and commercial growth
• Demonstrate the ability to build strong, credible, and lasting client relationships while consistently delivering a high level of day-to-day support.
• Proactively identify issues, coordinate the right internal resources, and help drive timely solutions that protect and strengthen the client experience.