Relationship Manager

Title: Relationship Manager         

Role overview:

We are seeking a dynamic and relationship-driven Account / Relationship Manager – Specialized Sales to manage implementations end-to-end and grow our existing portfolio and pipeline execution of banks, SWIFT integrators, Service Bureaus, NBFI and Corporate clients across North America. This role is pivotal in deepening strategic relationships, driving revenue growth, and ensuring client success across TerraPay’s suite of payment solutions.

How you will create impact:

The Relationship Manager will significantly impact TerraPay's growth and presence across the North America market through the following key responsibilities:

• Relationship Management 
• Implementation and oversight for new bank clients, corporates, NBFIs, Service Bureaus and integrators via API or SWIFT connectivity ISO 20022 messaging
• Manage a portfolio of Banks, Integrators, Services Bureaus, and NBFI clients based in North America with overall accountability for your clients end to end lifecycle with TerraPay
• Revenue generation & overall growth - Identify growth opportunities within accounts and lead commercial negotiations
• Develop account plans to drive upsell, cross-sell, and renewal strategies
• Customer satisfaction & retention
• Build trusted relationships with key stakeholders across client organizations up to and including C Suite
• Act as the primary point of contact for client escalations, feedback, and strategic discussions
• Manage sales cycle overseeing the entire sales process-from lead generation and account management to closing deals – ensuring efficient and effective execution
• Develop partnerships by nurturing strategic relationships with Banks, NBFI, Corporates, Bank service integrators, SWIFT Service Bureaus and enablers
• Support value addition addressing customer needs and exploring opportunities to ehance TerraPay’s value proposition, driving customer satisfaction and loyalty
• Coordinate service rollout by facilitating smooth introduction of new services, by ensuring effective communication internally while considering market specific factors such as regulation and competition.
• Ensure client retention, contractual health, and overall satisfaction through proactive management and support.
• Convey customer requirements to the support team to align service delivery with client expectations.
• Feedback and Strategy Adjustment: Providing actionable insights and feedback to the wider business about pipeline status, performance metrics, and strategic adjustments.
• Communication Facilitation: Strengthening the connection between customers and TerraPay’s back-office services to streamline communication and resolve issues effectively.
• Performance Monitoring
• Track account performance metrics, including Dash Board (volumes, revenue, margins)
• Collaborate with internal teams (Product, Operations, Compliance) to ensure service excellence
• Market Intelligence
• Stay updated on industry trends, competitor activities, and regulatory changes in the region
• Provide feedback to internal teams to influence product roadmap and go-to-market strategies
• Collaborate with cross-functional teams: including marketing, product, and customer ops, to align strategies, drive innovation, and deliver solutions for enterprise customers. Leverage clear communication and teamwork to streamline workflows, resolve challenges, and ensure successful execution of new customer go-lives or existing customer up-sell opportunities
• CRM Utilization: Maintaining accurate and timely reporting using CRM tools to track performance, pipeline, and sales activities.

• 15 years experience in Payments (SWIFT), Fintech, Paytech, or Financial Services industry, Networks, AML, with hands-on experience in specialized Banks sales; Banks, Corporate, NBFI payments integrators, and SWIFT Service Bureaus enablers.
• Preferred direct relationship and network management experience to up-sell payments corridors, selling to Enterprise-grade clients such as major global and national Banks, major SWIFT integrators, NBFIs , Value Added Bank service enablers, traditional regional or challenger Banks.  Degrees –University Degree
• CRM Savvy: You’re a Relationship Manager, CRM, client onboarding implementation expert!
• Flexibility & Ownership: You’re adaptable, self-motivated, and take full ownership of your tasks.
• Team Spirit: You thrive in a team environment and are open to change but can also handle working independently.
• Customer & Market Centric: You’ve got a strong grasp of customer needs, market dynamics, and industry requirements.
• Relationship Builder: You excel at creating and maintaining effective relationships with clients, partners, third parties, and colleagues.
• Detail-Oriented: Your attention to detail is impeccable—nothing gets past you