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Account Manager (Anambra)
Moniepoint
Posted 2 months agoAnambra, Nigeria
Location
Anambra, Nigeria
Job Type
Full-time
Experience
Senior
Category
Finance
Job Description
Who We Are
Moniepoint Inc. is Africa's all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.
As Nigeria's largest merchant acquirer, we power most of the country's point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.
What We Do
At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.
Job Title: Account Manager
Department: MoniebookReports To: Regional, Account ManagerLocation: Anambra (Hybrid Model)
Job Purpose
The Account Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding. This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners.
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Requirements
- Qualifications:
- 3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations
- Excellent problem-solving and conflict-resolution skills
- Technical aptitude with ability to quickly learn software products, troubleshoot issues, and demonstrate product features
- Strong organizational skills and ability to manage multiple customer accounts concurrently
- Data-driven mindset, comfortable analysing customer usage data and translating insights into actionable strategies
- Self-motivated, proactive, and results-oriented with strong sense of ownership
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
- About You:
- You're genuinely customer-obsessed
- You're a relationship builder who naturally earns trust
- You're proactive and anticipatory
- You're commercially minded
- You're a problem-solver at heart
- You're organised and disciplined
- You're collaborative and team-oriented
- You're resilient and adaptable
Responsibilities
- Key Responsibilities:
- Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders through proactive communication, responsiveness, and genuine commitment to their success.
- Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate.
- Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene.
- Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts and implement targeted retention strategies to prevent churn.
- Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, and co-create success plans.
- Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns.
- Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues.
- Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights.
- Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction.
- Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, and competitive landscape.
