Senior Director - Strategic Account Management

Role Purpose

As a Senior Director, Strategic Account Management at Boku, you are directly accountable for the satisfaction of Boku’s most valuable and complex merchants, meeting revenue targets, and the development and execution of long-term strategic growth plans. You will manage and support the strategic account owners on the front lines, engaging both internally and externally as needed to grow the accounts and revenue for Boku. You will interface with cross-functional teams and the senior management to grow Boku’s payment network and products that continuously delight our most valuable merchants. 

Key Responsibilities 

Merchant Ownership: Accountable for the timely response and resolution of merchant queries and issues. 

Strategic Growth: Own the Virtuvian Model of assigned partnerships and ensure the task force including senior management are interfacing with and influencing key decision makers within merchant accounts. 

• Accountable for the development and the successful execution of the growth strategy of GAMMA+ and strategic accounts. 

• Oversee the development and execution of Vitruvian opportunity plans with cross-functional merchant task forces. 

Internal Leadership: Lead and direct cross-functional task forces to provide the best in-life experience to our most valued merchants. 

• Accountable for internal projects and initiatives in customer success and commercial enablement for the portfolio merchants. 

• Interface with the senior management to grow Boku’s payment network and products that continuously delight our most valuable merchants by influencing the internal product and supply roadmap to ensure Boku is the preferred partner for DCB, wallets, and A2A. 

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 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. 

• Work with Sales, Business Development, Product, and Operations to ensure the growth of existing business and identification of new opportunities for Sales engagement. 

Team Lead:  

• Ensure “Follow the Sun” global team coverage is implemented for portfolio merchants and ensure the team adopts the new E2E delivery process for new opportunities. 

• Support the team on sticky situations such as contracts renegotiations and escalations etc. 

• Proactively work cross-functionally to address merchants' feedback and improve our service level and coverage. 

• Support the team’s personal and professional growth. 

• Proactively support the team to solve merchant-related problems, preventing us from meeting our objectives and/or impacting our merchant relationships. 

Key Skills and Competencies 

• Growth Strategy & Execution – Strong ability to develop and execute effective merchant growth strategies aligned with Boku’s business objectives. 

• Negotiation & Deal Closing – Experienced in contract negotiations and structuring deals that benefit both Boku and the client. 

• 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 to the executive team, 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 have experience managing and coaching direct reports to ensure they succeed and grow in their roles. 

• You manage without relying on authority and you can convince colleagues and partners of your plan through its merits. 

• 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. 

• 6+ years in the payments industry and BA/BS or equivalent work experience required.