Strategic Account Manager

About the role

EML Payments is seeking a commercially focused Strategic Account Manager to own a portfolio of key Australian customers. You will be the primary commercial relationship owner, responsible for retention, growth, renewals and senior stakeholder engagement.

Key responsibilities

• Own the relationship for a portfolio of strategic customers, accountable for retention, revenue and long‑term growth.
• Build and deliver account plans that set clear priorities, map key stakeholders and anticipate renewals.
• Spot risks early and coordinate support across EML before they become renewal issues.
• Develop trusted relationships from operational contacts to executive decision‑makers, positioning EML as a strategic partner.
• Grow existing accounts by identifying and converting upsell, cross‑sell and product adoption opportunities.
• Lead renewals, pricing discussions and commercial negotiations while protecting margin.
• Run QBRs and executive reviews that result in clear decisions and next steps.
• Track portfolio performance (revenue, margin, usage and pipeline) and keep CRM and reporting accurate.
• Be the voice of the customer across Product, Operations, Finance, Risk and Compliance, and own the commercial side of escalations.

Required profile

• Experience in strategic or key account management, customer success or a similar B2B commercial role.
• Background in payments, fintech, card issuing or another regulated environment.
• Proven track record of retaining and growing complex, high‑profile customers, including renewals and commercial negotiations.
• Strong commercial judgement balancing revenue, margin, risk and delivery capacity.
• Confidence building trusted relationships and influencing stakeholders up to executive level.
• Analytical approach using revenue, usage and pipeline data to spot trends, risks and opportunities.

Required skills

• Strategic account planning.
• Commercial negotiation.
• Stakeholder management.
• Data‑driven analysis of revenue and pipeline.

What we offer

• Flexible, fast‑paced dynamic working environment.
• Global business landscape with colleagues across Europe, USA and Australia.
• Company bonus scheme participation.
• Flexible working arrangements.
• 12 weeks parental leave, birthday leave, volunteer leave and paid professional memberships.
• Additional week of annual leave when you take your leave allocation each year.