SMB Account Manager

About the role

Join the Square Account Management team to guide merchants through the product ecosystem and offer strategic business advice. You will manage a dedicated book of business, fostering long-term relationships while identifying new ways for customers to utilize Square tools to reach their goals. In this capacity, you will act as a trusted advisor, helping merchants navigate complex payment challenges and operational hurdles. You will be responsible for managing and growing a customer base that represents significant multi-million dollar Gross Payment Volume over time. The role requires a proactive approach to identifying and executing upsell and cross-sell opportunities to expand product adoption within existing accounts. You will resolve customer concerns through strategic problem-solving, ensuring retention and satisfaction remain high. Collaboration with Sales, Support, and Product departments is essential to optimize the merchant experience and align on key initiatives. Additionally, you will act as a product specialist, gathering insights and providing actionable feedback to internal product managers to influence future development.

Key facts

What you'll do

Manage and grow a customer base representing multi-million dollar Gross Payment Volume, ensuring retention and expansion remain top priorities. Identify and execute upsell and cross-sell opportunities to expand product adoption and increase the overall footprint within assigned accounts. Resolve customer concerns through strategic problem-solving, leveraging deep product knowledge and empathy to maintain strong relationships. Collaborate with Sales, Support, and Product departments to optimize the merchant experience and streamline communication flows. Act as a product specialist to provide actionable feedback to internal product managers based on real-world merchant interactions and market trends. Contribute to the ongoing development and expansion of the managed accounts program by helping to define playbooks and success metrics. Monitor account health metrics and usage patterns to identify risks and opportunities for growth before they escalate. Build and maintain long-term strategic relationships with key decision-makers at merchant organizations. Drive adoption of Square solutions by educating merchants on best practices and new feature rollouts. Partner with internal stakeholders to ensure timely and effective resolution of complex merchant escalations.

Requirements

• 2 to 3 years of professional experience in account management or sales, demonstrating a consistent ability to manage complex client portfolios.
• Proven track record of managing a pipeline to hit revenue targets, showing clear results in forecasting and attainment.
• Experience building client relationships and closing sales leads, with a history of trust-building and consultative selling.
• BA/BS degree or equivalent practical experience, indicating a foundational level of academic or professional development.
• Strong analytical, organizational, and communication skills, essential for navigating multiple priorities and stakeholder needs.
• Interest in business operations and the application of technology for small and medium-sized enterprises, showing curiosity about how businesses scale.
• Ability to work fully remote while maintaining high levels of engagement with distributed teams and customers.
• Comfort with using automated systems and AI tools as part of the application and screening process.
• Willingness to adhere to candidate application limits, including restrictions on active applications and reapplication windows.
• Commitment to equal opportunity principles and the use of reasonable accommodations during interviews when needed.

Nice to have

• Proficiency with Salesforce, including navigating records, updating fields, and generating reports to manage account health.

Practical notes

• This is a fully remote position with a preference for candidates located in London, United Kingdom, allowing for potential timezone alignment with regional customers.
• Block is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities during the interview process, ensuring accessibility for all.
• Candidates are limited to 9 active applications within a 60-day window, requiring thoughtful consideration of role suitability before applying.
• Reapplication for the same role is permitted 90 days after a previous review, giving candidates time to strengthen their profile or experience.
• Automated AI tools may be used during the application screening process, which may include video or text-based assessments.
• Benefits include medical insurance, flexible time off, retirement savings plans, and family planning support, contributing to a comprehensive total rewards package.
• There are no specific hours, travel, visa, or deadline constraints mentioned beyond the general application policies outlined in the practical notes section.