Junior Account Manager

Who you are

• You enjoy talking to people and genuinely want to help businesses succeed. You'll ideally have:
• Previous experience in Account Management, Customer Success, Customer Care, Business Development or Sales
• Excellent communication skills and confidence speaking with customers over the phone
• Strong relationship-building skills and commercial awareness, without being pushy
• A proactive mindset, curiosity, and the ability to ask great questions
• Excellent organisation and follow-up skills, and the ability to manage multiple customer relationships at once
• Native-level fluency in German, French or Italian (the market you'll support), plus fluent English

What the job involves

• As a Junior Account Manager, you'll manage your own portfolio of business customers: building relationships, understanding their businesses, and helping them get the most value from Finom. This isn't a traditional support role, and it isn't cold sales. It's about building long-term relationships, reducing churn, increasing engagement, and helping customers grow with Finom
• Using customer data and behavioural insights, you'll identify customers whose activity has dropped, those at risk of leaving, and customers with opportunities to increase their usage of our products
• You'll contact customers by phone, email and chat, understand what's happening in their business, remove barriers to success, and work across multiple teams to ensure they receive an outstanding experience. Every interaction should leave the customer feeling that Finom genuinely cares about their business
• Manage your own portfolio of business customers
• Build trust through regular, proactive conversations
• Understand each customer's business, goals and banking needs
• Become a trusted point of contact for your customers
• Proactively contact customers who:
• Have reduced their activity or become inactive
• May be at risk of leaving Finom
• Have experienced previous service issues
• Require additional support to get value from Finom
• Your role is to understand why and help bring them back
• Through meaningful conversations you'll identify opportunities to help customers get more value from Finom by:
• Increasing product adoption
• Encouraging customers to make Finom their primary business account
• Understanding how they currently bank and where the gaps are
• Identifying unmet needs and future opportunities
• Sharing customer feedback with Product and other internal teams
• If a customer has experienced an issue:
• Listen
• Take ownership
• Coordinate with Customer Care, Operations or Product to resolve it
• Follow up personally once the issue has been resolved
• You don't hand customers off to another team, you stay responsible for the relationship throughout
• Before contacting a customer you:
• Understand their business
• Review previous interactions
• Analyse changes in account activity
• Research opportunities to make every conversation relevant and valuable
• You'll work closely with Customer Care, Sales, Product, Operations, Risk and AI to give customers the best possible experience, and to make sure their feedback improves our products and processes
• What Success Looks Like
• You'll have clear quarterly objectives focused on customer outcomes, not just activity, including:
• Contacting the customers assigned to your portfolio
• Achieving meaningful engagement
• Reducing customer churn and reactivating inactive customers
• Increasing customer engagement and product adoption
• Helping more customers make Finom their primary business banking provider
• Targets are set and reviewed every quarter, and performance against them is rewarded through a quarterly commission scheme on top of your base salary