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Account Manager
Moniepoint
Posted 3 months agoLagos, Nigeria
Location
Lagos, Nigeria
Job Type
Full-time
Experience
Senior
Category
Sales & Marketing
Job Description
Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, Moniepoint processed $182 billion and is Nigeria's largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.
Regularly check in with customers to assess satisfaction, understand evolving needs, and address questions before they escalate
3-5 years of experience in customer success, account management, customer support, or client services (SaaS or retail technology experience preferred)
Strong interpersonal and communication skills with ability to build trust and navigate difficult conversations with empathy
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Requirements
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Excellent problem-solving and conflict-resolution skills
- Technical aptitude with ability to quickly learn software products and troubleshoot issues
- Strong organisational skills to manage multiple customer accounts concurrently
- Data-driven mindset, comfortable analysing customer usage data and translating insights into actionable strategies
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
Responsibilities
- Serve as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding
- Conduct structured quarterly business review sessions with customers to analyse usage data and showcase ROI
- Identify upsell and cross-sell opportunities based on customer needs and usage patterns
- Troubleshoot technical issues, configuration challenges, and operational questions
- Collect and synthesise customer feedback, feature requests, and pain points to share with Product and Leadership
- Own the renewal process for assigned accounts, ensuring contracts are renewed on time
- Drive long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution
- Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities and providing training refreshers
- Monitor customer health signals including login frequency, transaction volume, support ticket trends, and feature adoption
