Job description

The Manager, Business Account Management role at Tap Payments focuses on leading enterprise merchant relationships while enhancing merchant experience, increasing retention, and driving Gross Transaction Value (GTV) growth across the company’s digital payments ecosystem in the MENA region. Tap Payments is a fintech platform enabling unified payment experiences for businesses by providing simplified payment processing and infrastructure that allows companies to accept and manage online payments efficiently. This position is responsible for developing and executing account management strategies that strengthen relationships with enterprise merchants while ensuring consistent delivery of high-quality client support and payment solutions. The role involves overseeing the management of strategic enterprise accounts, serving as the primary escalation point for complex merchant issues, and coordinating resolution across cross-functional teams including product, technical, and operations. The Manager ensures the successful implementation of Service Level Agreements (SLAs), retention strategies, and operational improvements for high-value merchants while ensuring that enterprise clients receive proactive support and optimized payment experiences. A key component of the role includes analyzing merchant account performance, transaction patterns, and reporting metrics to provide data-driven insights that support merchant growth and increase Gross Transaction Value (GTV). The position also leads initiatives that identify upselling and cross-selling opportunities within the existing merchant base while promoting the adoption of Tap Payments products and services. The Manager collaborates closely with internal teams to optimize payment cycles, implement scalable payment solutions, and improve operational efficiency within the account management function. Additionally, the role drives the adoption of reporting tools, CRM systems, and internal collaboration platforms such as Slack and ticketing systems to improve client support workflows, internal coordination, and merchant satisfaction. Insights gathered from enterprise merchants are shared with leadership to influence product development, feature enhancements, and service improvements across the payment platform. The role also oversees reporting frameworks and internal analytics processes, leveraging Excel and Google Sheets to generate performance reports and actionable recommendations that help both clients and internal teams improve payment performance and operational outcomes.