Accounts Associate
Acquired · London, England, United Kingdom
We’re Acquired Acquired is a next-generation payments business focused on powering recurring commerce. Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystem, providing a competitive advantage and helping them achieve their goals in the digital economy. We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers. We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose-driven culture is seen as an enabler to achieve the extraordinary and where our unique differences are celebrated, we could be the place for you! Your Mission The Operations team at Acquired is responsible for solution design, integration, onboarding, and the ongoing management of our key customers and partners. As our Accounts Associate, you'll report to the Head of Operations and own a portfolio of merchant accounts, providing proactive monitoring, reporting, and day-to-day support across our customer base. You will support our Account Management team with regular reporting, triage and troubleshooting inbound merchant queries routed via Customer Success, and create automated processes to improve operational efficiency and enhance the merchant experience. This is a graduate-level role, ideal for someone early in their career who wants to build a foundation in payments and account management, with a clear path to grow into a more senior Account Management position over time. This is an office-based role with 5 days a week at our office based in London. Key Responsibilities Portfolio & Account Ownership Own a portfolio of circa 20-25 merchant accounts, proactively monitoring performance and identifying opportunities to grow revenue and improve product adoption Provide named support for a group of key merchants within the portfolio Triage and troubleshoot inbound merchant queries routed via Customer Success Produce regular reporting on merchant volume and performance, including QBR reporting and ad hoc deep dives, using internal BI and AI tools (Gemini, Claude) Payments Expertise & Commercial Support Support pricing and contract discussions with merchants in your portfolio, working with the Head of Operations on approval and sign-off Escalate contract or pricing conversations to drive long-term retention of our customers Provide operational support on performance and fraud monitoring for relevant merchants, including fraud rate remediation Support consistent, streamlined reporting practices across the Account Management team Internal Collaboration & Development Work cross-functionally with Account Management, Customer Success, Onboarding and Commercial teams Take part in a structured onboarding and training programme covering the fundamentals of payments and account management Contribute to continuous improvement of reporting and account management processes Build a strong working understanding of Acquired's payment products and how they support merchant performance What You'll Bring A degree in a relevant field (or equivalent experience); no prior payments or fintech experience required Strong attention to detail and comfort working with numerical/financial data Strong written and verbal communication skills, with the confidence to engage with merchants A proactive, organised approach and the ability to manage multiple queries and deadlines at once Genuine interest in payments, fintech, or financial services Comfortable learning new tools and systems quickly (e.g. reporting/BI platforms) A team player who's keen to build a long-term career in Account Management