Senior Key Account Manager at Aza Finance

Job Summary

As the Senior Key Account Manager, you will be responsible for assisting the Head of Key Accounts in managing Key Accounts. You’ll strengthen existing client relationships and provide excellent Account Management to Key Accounts. You will also work closely with the client onboarding and other internal stakeholders to ensure clients get onboarded and integrated in a timely manner. You will also ensure that Key clients get World Class service after the deal is won. 

You’ll use data to improve client retention, upsell, cross sell and the overall customer experience. You’re at the centre of AZA’s key customer’s growth. 

This is an exciting opportunity to help take Africa’s leading digital FX company to the next level. You are the point of contact for existing customers that are looking to upsell, cross sell and grow in volumes. We’re looking for an empathetic individual, with the relevant experience, to build the vision for excellent standards in client relationship management, and to uphold the customer-centric culture at AZA.

Requirements

• Minimum of 5 years’ experience in a customer facing role with a strong idea of what best-in Account Management involves
• 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

Responsibilities

• Work closely with the onboarding team to ensure key clients are onboarded in timely manner
• Work closely with the Onboarding, Product and Engineering teams to ensure clients get integrated in a timely manner
• Develop Strong relationship with Key Accounts to enable upsell and cross sell opportunities
• Assist the trading team in ensuring key client retention, upsell, cross sell and growth of existing key customers 
• Make data driven decisions on client retention, upsell, cross sell and resource allocation
• Collaborate with other internal stakeholders: Compliance, Finance, Treasury and Infrastructure to optimize and align on the revenue growth strategy
• Be the point of Contact for clients when the head of Key Accounts and Head of Global Partnerships is out of office/ if required to do so.. 

Activities

• Keep Salesforce tool up to date with all the relevant client information
• Maintain excellent client retention, upsell and cross sell processes by clearly updating Salesforce to identify correct statuses for the deals
• Follow up with internal stakeholders on delayed payments and ensuring the clients is fully updated on progress
• Present data and recommendations to internal stakeholders to aid in impactful business decisions and adapting tactics that drive growth within the existing key client segments
• Escalate relevant issues/outages to the appropriate internal teams (such as bank delays to the Partnerships team)