Customer Success Manager at Ezra

Context of the role

As Regional Account Manager you will be responsible for forming deep relationships with your key accounts, being their trusted advisor to our products and services. Using this relationship you will provide a world class customer experience for your accounts, driving revenue growth through cross and up-sell opportunities,

Reporting to the Head of Customer Success Manager, this role will be based in Nairobi and will oversee the servicing of Ezra’ partners base in the East Africa Region. The ideal candidate should be independent, possess a high level of initiative and handle concerns/issues received from partners seriously in order to build trust and win additional corridors through effective account management. This role requires a strategic thinker with excellent project management skills with the ability to lead and manage time-sensitive, cross-functional initiatives in a fast-paced, highly entrepreneurial environment with little supervision

Key responsibilities

• Develop account plans and strategies and execute on them to retain and increase revenue and market share within your accounts
• Continually drive revenue within accounts through cross and up sell opportunities
• Be an advocate for their business, help the company to understand their demands/needs
• Monitor the market and competitor activities
• Work closely with multiple internal functions (e.g. product, sales, compliance, solution delivery and operations) to improve our product and service
• Ensure excellent communication and internal coordination to roll-out new services taking into factors of market specificity (regulation, competition etc.),
• Full ownership of customer requests and exploring new opportunities to add value
• Regular reporting on sales activities, opportunities, threats, project progress etc
• Drive solutions-orientated efforts that address the customer situation
• Be a trusted partner to your key accounts, ensuring account retention, contractual health, well-being and maximum satisfaction of clients

What we are looking for

• ~10 years’ experience with exposure to FinTech/Payments domains
• Proven track record in successful account management, building accounts and increasing revenues
• Bi-lingual; English and local languages
• Driven, flexible, self-motivated, go-getter, able to accept change and with the ability to work at pace in a rapidly growing and changing environment
• Results-oriented with great skills in communication, organization and negotiation
• Multi-tasking and coordination
• Excellent presentation skills
• Ability to converse with stakeholders of all levels, from C-level to business operations
• Effective influencing, persuasive and negotiation skills
• Approximate travel frequency of 50%