We are seeking an experienced and detail-oriented Senior Account Manager to lead the strategic and operational management of key client accounts. This role is responsible for driving service excellence, nurturing senior client relationships, and coordinating across internal teams to ensure seamless delivery of client requirements. The ideal candidate combines a client-first mindset with strong organizational and communication skills and is passionate about delivering high-quality service outcomes, promoting client growth, and supporting long-term partnerships.

Responsibilities Include:

• Conduct regular monthly client reviews covering development progress, service performance, financials, and incident reports.

• Host weekly client check-ins and service reviews to align on issues, bugs, open tickets, and expectations.

• Build and maintain deep relationships with client stakeholders, including C-suite and senior leadership, aligning services with their strategic goals.

• Act as a primary escalation point for all client concerns, ensuring prompt, transparent resolution through internal coordination.

• Identify and pursue opportunities for client growth, including platform enhancements and external vendor integrations.

• Collaborate with internal project and delivery teams to manage and track all client deliverables and ensure consistent communication.

• Support the evaluation and promotion of existing platform features in response to client requirements.

Day to day Activity:

• Oversee and manage client billing, ensuring accurate capture of billable activities with transparent reporting.

• Maintain and organise Jira tickets, ensuring clarity, labelling, and regular updates.

• Prepare and circulate release notes and maintain the Client Hub for stakeholder access to relevant documentation and integration details.

• Coordinate, document, and follow up on internal and client meetings, tracking action items through to completion.

• Maintain a live client profile document capturing key priorities, financials, brand context, and service metrics.

• Produce bi-weekly internal performance decks summarising key account highlights, risks, and opportunities for leadership.

• Keep internal systems (e.g., Confluence, Client Hub, Jira) up to date with current statuses, escalations, and plans.

Secondary responsibilities:

• Monitor and analyse client satisfaction, share feedback, and initiate action plans with relevant departments.

• Track client KPIs and leverage insights in both client and internal discussions.

• Use internal escalation frameworks to flag issues affecting clients or processes with urgency and clarity.

• Represent the client voice in internal discussions, ensuring their needs are consistently prioritised and addressed.

• Stay informed on new vendor offerings and product innovations to bring relevant solutions to client conversations.

• Attend client meetings and trade events when required to further strengthen relationships and understand client goals.

Skills and Experience:

• 3+ years in B2B account management or client services roles, ideally in technology or platform environments.

• Proven experience managing senior stakeholders, including executive-level client contacts.

• Excellent project management and communication skills, with the ability to balance multiple initiatives.

• Proficient in Jira, Craft, and other collaboration or documentation tools.

• Strong analytical and problem-solving abilities, with a focus on proactive issue resolution.

• Demonstrated ability to work independently and drive accountability across cross-functional teams.

• Experience identifying upsell opportunities and supporting business expansion strategies.

We’d love to have you in our team!

Pragmatic Solutions is an exciting and fast-growing iGaming B2B solutions provider under the same group of companies as Pragmatic Play, an industry leading games content provider. Pragmatic Solutions provides iGaming operators with enterprise platform technologies built around a core Player Account Management (PAM) platform. The PAM is designed using microservices architecture and contains a player account, wallet, CRM tools, bonus management tools, payment tools, KYC/AML, and fraud-prevention services.