Partner Success Manager at Ecobank Kenya

JOB PURPOSE

The Partner Success Manager maintains and enhances strong relationships with Ecobank’s fintech and remittance partners. The primary responsibility is to ensure partner satisfaction, drive partner performance, increase wallet share, and optimize service delivery across key corridors. This role is vital to achieving the Group’s strategic objectives regarding partnership growth, customer satisfaction, and operational excellence.

KEY RESPONSIBILITIES

• Develop and nurture strategic relationships with key partners, ensuring their needs are met and aligned with Ecobank’s business goals.
• Monitor partner performance and track KPIs, ensuring targets for revenue growth and service quality are achieved.
• Drive a 35% increase in wallet share for the top 10 partnerships through effective relationship management, upselling, and cross-selling opportunities.
• Provide ongoing support to partners, addressing operational and product-related needs promptly and effectively.
• Collaborate with internal teams (Operations, Compliance, Product Development) to resolve partner issues swiftly, ensuring minimal disruption to services.
• Conduct regular business reviews with partners, sharing performance data, insights, and strategic recommendations to drive continuous improvement.
• Ensure compliance with all relevant regulations, contracts, and SLAs in the delivery of partner services.
• Provide detailed reports and feedback to senior management on the status of partner engagements, performance against KPIs, and areas for enhancement.
• Act as the voice of the partner within Ecobank, advocating for their needs and ensuring alignment with internal processes and objectives.

JOB PROFILE

Education

• Bachelor’s degree in business, Finance, Communications, or a related field.
• Certifications in Partner Relationship Management, Customer Success, or Account Management are beneficial.
• Postgraduate qualifications in Customer Relationship Management or International Business are an advantage.

Experience

• Minimum of 5 years of experience in partner management, customer success, or account management, ideally in fintech or remittance sectors.
• Proven experience in managing strategic relationships with global and regional partners, driving mutual business growth and satisfaction.
• Familiarity with financial services operations, compliance requirements, and customer experience best practices.

Skills and Personal Attributes

• Exceptional skills in building and maintaining strategic partnerships, with a focus on mutual growth and success.
• Deep understanding of partner success metrics and strategies for enhancing partner satisfaction, retention, and performance.
• Ability to address and resolve partner issues quickly and effectively, ensuring positive outcomes for both the partner and Ecobank.
• Strong analytical abilities to track KPIs, identify trends in partner performance, and present actionable insights to stakeholders.
• Excellent interpersonal, verbal, and written communication skills, capable of interfacing with partners at all organizational levels.
• Strong collaborative skills with the ability to work across various functions to achieve common goals.
• Familiarity with CRM systems, partner management platforms, and digital communication tools.
• Fluency in English is essential; fluency in French is highly desirable.
• Ability to work effectively across different cultures and adapt communication styles accordingly.