Management of a customer portfolio
Regular account management of an existing merchant portfolio
Identification of customer needs and potential risks to initiate countermeasures early
Analysis of transaction volumes, trends and customer behavior to determine appropriate actions
Offering suitable add-on solutions (cross-selling, up-selling)
Promoting the active and efficient use of Nexi products
Implementing continuous improvement plans to maximize satisfaction and revenue
Acting as the primary point of contact for merchants on all relevant topics
Handling complex inquiries and coordinating internally with support, operations or product teams
Supporting customers through key phases: growth, technology migrations, new business models
Monitoring key KPIs (retention rate, net revenue, churn, portfolio growth)
Maintaining and updating the CRM and ensuring structured documentation of all customer-related information
Contributing to internal projects to optimize the customer experience and operational processes
Close collaboration with Sales, Support, Operations, Product and Marketing to communicate customer needs
Actively participating in team and company projects to continuously improve our offering

Excellent communication and customer service skills
Ability to build long-term, trust-based customer relationships
Analytical mindset to interpret customer data and derive actions
Independent, structured and results-oriented working style
Confident use of CRM systems and digital work environments
Confident advisory skills and goal-oriented persuasion
Experience in account management, customer success or B2B customer support
Knowledge of the fintech, payments or SaaS industry
Understanding of transaction processes, merchant requirements and SME structures
Language skills in Italian, German and English are a strong advantage
Experience in retention strategies, churn management or continuous process optimization

Attractive salary and competitive benefits package
State-of-the-art tools and technological equipment
An international environment with over 10,000 employees in 25 countries
Learning and development opportunities through our PayTech University and internal development programs
A company culture that embraces diversity, inclusion and teamwork

Telesales Specialist – Existing Customers, Customer Loyalty

Key skills