Senior Account Manager

21 May, 2024
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Job Description

Our Client is the largest non-bank in Africa and an established provider of Payments, FX and Treasury providing cross-border payment solutions which accelerate global access to frontier markets through an innovative infrastructure. By leveraging cutting edge technology with our proprietary technology, our Client is able to significantly lower the cost and increase the speed of business payments to, from and across frontier markets.

Licensed by the UK’s FCA, Bank of Uganda, Central Bank of Nigeria, and the Bank of Spain, our Client is a market-maker in every major African currency. Our Client’s company was founded in 2013 and now has offices in Nairobi, Lagos, London, Luxembourg, Madrid, Kampala, Accra, Durban and Dakar.

As a Senior Account Manager you will responsible for the growth of all accounts allocated to you, making sure that you generate and convert any upsell, cross sell or referral opportunities. You are  also responsible for keeping up-to-date account plans of the respective accounts to ensure that the client’s needs and expectations are met by our Client.

You will

Client Relationship Management:

  • You will need to master a sound understanding of our Client’s product offering and pricing structures in order to maintain client relationships and support them with the right solution for their needs.
  • Serve as the main point of contact for clients, building strong relationships and understanding their business needs leading to high level of client satisfaction.
  • Develop and implement account management strategies to ensure client satisfaction, retention, and growth.
  • Conduct regular meetings and check-ins with clients to review performance, discuss upcoming initiatives, and identify opportunities for additional services.

Account Planning and Strategy:

  • You will be responsible for generating referrals which will be enhanced by developing strong relationships with existing clients.
  • Develop and execute a strategic account planning process in which the client’s targets are met and mutual business objectives are achieved.
  • Identify opportunities for upselling and cross-selling additional products or services to existing clients.
  • Work closely with the sales team (and other teams, where needed) to identify new business opportunities within existing accounts.

Team Management:

  • Build, lead, and manage a team of account managers, providing guidance, coaching, and support to ensure team success.
  • Set clear performance expectations and goals for team members and provide regular feedback and performance evaluations.
  • Foster a collaborative and positive team culture, promoting knowledge sharing and professional development.

Revenue Forecasting and Reporting:

  • Monitor account performance and track key metrics to ensure revenue targets are met or exceeded.
  • Prepare regular reports and analysis on account performance, revenue forecasts, and client satisfaction metrics.

Cross-Functional Collaboration:

  • Collaborate   with   internal   stakeholders:   Product,   Compliance,   Finance,   Treasury   and Infrastructure to ensure that customer requests/ demands are met, and the customer feedback is communicated clearly  and issues are resolved promptly.
  • Advocate for client needs and provide feedback to internal teams to drive product and service improvements.

Other responsibilities

  • Present data and recommendations to internal stakeholders to aid in impactful business decisions and adapting tactics that drive growth within the existing client segments
  • Ensure efficient retention and growth of clients, once actively trading
  • Escalate relevant issues/outages to the appropriate internal teams
  • Collect customer feedback and product feature requests
  • Keep CRM tool up to date and maintain excellent client retention processes to clearly identify status and success after a deal is won
  • Timely response to clients via phone lines, Whatsapp, Slack or email

You have

  • Minimum of 8+ years’ experience in a customer facing role, Account Management, Business Development, and a proven track record in Payments, Financial Services, FinTech or Banking Go-to-Market.
  • Exceptional communicator (written and oral) with strong interpersonal skills
  • Advanced MS Office, Google Suite Tools and CRM skills along with the willingness and ability to become familiar with company-specific tools/software
  • Ability to build, foster and maintain positive professional relationships
  • Devotion to high-quality customer service with an outgoing, positive attitude
  • Strong organizational skills ensuring you’re on top of every follow up and nothing falls through the cracks
  • You’re highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations
  • Problem-solving and conflict resolution capabilities
  • You’re persevering and willing to roll up your sleeves to do whatever needs to be done
  • Ability to wear many hats and the poise to navigate the fast-paced ambiguity of our growing company
  • Passionate about our mission to develop innovative digital payment and treasury management solutions to help businesses scale in frontier markets
  • Bachelor’s degree and track record of continuous professional growth
  • Travel may be required
  • Fluency in  French and English both oral and written (B2-C1); Wolof is a strong plus

They offer

  • Great career development opportunities in a fast growing Fintech Company
  • Ownership: All team members are empowered to bring ideas and make a difference in a dynamic and casual work environment
  • A competitive salary at every stage of your growth
  • Workplace Pension contributions
  • 24 days statutory paid annual leave in addition to local public holidays, plus an extra day for birthdays. Including 4 days for Christmas/New Year break
  • Company funded private medical insurance: dental, medical, and optical services coverage based on your jurisdiction
  • Performance bonus & Equity Incentives Plan
  • Growth: Access to a personal growth budget (FTEs/PERM Only)
  • Mentor & Buddy Program
  • Complimentary breakfast, snacks and drinks
  • Team building and happy hours events
  • Employee mental health support
  • A one-time work from home allowance
  • Employee referral program

Our Client is an equal opportunity employer and will consider every qualified applicant for employment. Our Client does not discriminate based on race, ethnicity, national origin, ancestry, religion, gender, sexual orientation or disability

*Note: By submitting your application, you accept that iWIA will conduct pre-employment screening such as reference and screening checks.