Koalafi

Account Manager

• Design and lead Koalafi’s centralized Account Management organization covering Enterprise, Mid-Market, and SMB segments.
• Establish Account Management as a core driver of growth, responsible for retention, expansion, renewals, and executive advocacy.
• Build and execute scalable frameworks, playbooks, and coverage models to support consistent and measurable outcomes.
• Partner closely with Sales, Product, Marketing, and Operations to ensure merchant insights directly shape company strategy.
• Drive measurable increases in originations from existing accounts and expansion of first-look/exclusive partnerships.
• Develop structured, data-driven success plans tied to merchant business outcomes.
• Lead renewal and expansion forecasting processes to identify opportunities and proactively manage risk.
• Establish a cadence of high-impact executive reviews and QBRs that focus on growth strategy—not just reporting.
• Develop and implement strategies by defining key metrics and setting annual sales quotas to drive profitable business growth in existing partner relationships.
• Implement scalable lifecycle management across onboarding, adoption, and renewal.
• Identify and capitalize on emerging market opportunities by developing strategic initiatives that expand client relationships, drive revenue growth, and strengthen the company’s competitive position.
• Introduce automation, digital tools, and self-service dashboards to extend reach and efficiency.
• Build and lead the Voice of the Customer system, including a Merchant Advisory Board, to translate partner feedback into action.
• Create insights reporting that informs cross-functional prioritization and roadmap planning.
• Build, coach, and grow a high-performing Account Management team that blends sales, strategy, and operational expertise.

Vice President – Account Management