Technical Key Account Manager (m/f/d)

Permanent employee, Full-time · Berlin

Your mission

As a (Senior) Key Account Manager (m/f/d), you will play a vital role in ensuring an efficient and seamless onboarding experience for new and existing merchants. Serving as the primary technical and operational contact, you’ll guide merchants through the onboarding process, handling inquiries via phone and email, and working diligently to ensure swift, error-free connections. Your focus will be on executing and refining onboarding workflows, resolving issues proactively, and enhancing team metrics to deliver a world-class experience for both merchants and customers.
In this role, you’ll collaborate closely with Sales, Key Account Management, and cross-functional teams to maximize merchant productivity and support customer-centric solutions. Additionally, you’ll contribute to knowledge sharing within the team by documenting best practices, optimizing workflows through automation, and continuously updating documentations. You will also be responsible for analyzing merchant data to identify opportunities, recommend product improvements, and implement onboarding initiatives that improve efficiency, drive revenue, and reduce costs.

Key Responsibilities:

Lead end-to-end customer onboarding initiatives to increase operational efficiency, improve customer experience, and meaningfully reduce costs.
Manage multiple, dynamic priorities with accuracy and provide clear, actionable insights for merchant success.
Serve as a key technical liaison, resolving merchant queries swiftly and minimizing potential onboarding delays using Salesforce and Postman to manage and troubleshoot technical inquiries.
Collaborate with Sales, Key Account Management, and Product teams to identify optimal products and services for merchants.
Analyze merchant data using SQL to identify potential improvements and develop tailored solutions.
Document and share best practices, automate processes, and contribute to continuous improvements in onboarding workflows.
Build and maintain strong cross-functional relationships, proactively keeping stakeholders informed and engaged.

That's what you bring along

University Degree in Business, IT, or a related field, or equivalent practical experience.
3+ years of experience in merchant onboarding, account management, or technical support, ideally within a SaaS, fintech, or e-commerce environment.
Technical aptitude, with the ability to understand APIs, business process flows, and Shop systems, such as Shopware, Magento, or Oxid.
Analytical skills and proficiency in data interpretation to drive decisions and improve merchant experience.
Proven ability to manage multiple priorities and deliver high-quality, data-driven recommendations.
Excellent communication skills; able to convey complex information clearly and confidently to internal and external stakeholders.
Experience in process improvement and automation tools to enhance team productivity, e.g. Jira/Confluence.
A collaborative, proactive attitude, with a commitment to ongoing learning and knowledge-sharing within the team.
Language: German & English proficient.

Equal Opportunities & Diversity

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious views, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion (4/6 of our C-Level Board members are female).

Apply for this job

About us

We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and we’re constantly growing.

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having a will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Apply for this job

Your application

Thank you for considering a career at Ratepay GmbH. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to jobs@ratepay.com.