Senior Relationship Manager - Merchants

PAYALLY GLOBAL; Warszawa; On-site; PLN 109,000 - 131,000; Full time

Benefits offered by this job

Salary from 2500 EUR/month

Generous annual leave

Wellbeing benefits

Job summary

PAYALLY GLOBAL is hiring a Senior Relationship Manager - Merchants to develop and nurture merchant partnerships across our platform. You will onboard new merchants, support activation, and identify opportunities to increase product adoption and revenue.

You will collaborate with internal teams to deliver a seamless merchant experience, maintain accurate CRM records, and help achieve onboarding, portfolio and revenue targets while delivering exceptional service in English and Russian.

Qualifications

• 3–5 years' experience in relationship/account management or customer service.
• Fluent in English and Russian.
• Strong relationship-building and problem-solving skills.

Responsibilities

• Manage and develop relationships with existing merchant clients.
• Identify, engage and onboard new merchants.
• Serve as primary contact for merchant inquiries.
• Guide merchants through onboarding with internal teams.
• Support activation, product implementation and ongoing use.
• Grow revenue and product adoption by understanding merchant needs.
• Monitor activity to spot growth opportunities and issues.
• Resolve queries promptly and maintain high service levels.
• Maintain merchant records in the CRM.
• Develop knowledge of PAYALLY GLOBAL products.
• Work toward onboarding, portfolio and revenue targets.

Skills

Relationship management

Account management

Customer service

English language

Russian language

Communication

Problem solving

Organisational skills

Team player

Job description

The Role

As a Senior Relationship Manager - Merchants, you will be responsible for building and maintaining strong relationships with our merchant partners, ensuring they receive exceptional support throughout their journey with the company. You will play a key role in onboarding new merchants, managing existing accounts and identifying opportunities to strengthen partnerships and drive growth. Working closely with internal teams, you will help deliver a seamless merchant experience while contributing to the company's commercial success.

Main Responsibilities

• Manage and develop relationships with existing merchant clients.
• Identify, engage and onboard new merchants.
• Act as the primary point of contact for merchant enquiries, providing timely and professional support.
• Guide merchants through the onboarding process, working closely with internal stakeholders.
• Support merchants with account activation, product implementation and the ongoing use of the company’s services.
• Build a strong understanding of merchants' business needs and identify opportunities to grow revenue and product adoption.
• Proactively monitor merchant activity, performance and service requirements to identify growth opportunities and potential issues.
• Resolve merchant queries and complaints promptly, ensuring a high level of service.
• Maintain accurate merchant records and activity within the CRM system.
• Develop a thorough knowledge of the company's products and services.
• Work towards agreed onboarding, portfolio and revenue targets.

Skills/experience

• 3-5 years' experience in relationship management, account management, merchant services or customer service.
• Excellent written and verbal communication skills in English and Russian language.
• Strong relationship-building and problem-solving skills.
• Commercially minded with the ability to identify growth opportunities.
• Well organised, detail-oriented and able to manage multiple priorities.
• Self-motivated, professional and able to work independently and as part of a team.

What We Offer

• Salary range starting from 2500 EUR per month, depending on experience.
• Generous annual leave
• Wellbeing benefits

About PAYALLY GLOBAL

PAYALLY GLOBAL is a group of financial institutions that provides comprehensive and tailored financial solutions for businesses and private clients with global ambitions. As the financial industry becomes increasingly automated, PAYALLY GLOBAL remains committed to maintaining a personal approach. Each client is supported by a dedicated Relationship Manager who ensures precision, trust, and consistency in every interaction. As a principal member of Visa and Mastercard, we offer a fully integrated suite of financial services designed to meet the complex needs of international operations. The company’s global infrastructure enables seamless cross-border payments in 39 currencies, ensuring efficiency, compliance, and transparency across all transactions. Its services include international and local payments, multi-currency accounts, foreign exchange, debit cards, card issuing, and payment gateways, all managed within one secure environment.