Account Manager at Aza Finance

Posted on Thu 24th Oct, 2019 - hotnigerianjobs.com --- (0 comments)

Aza Finance (Formerly Known as Bipesa) is an established provider of currency trading solutions which accelerate global access to frontier markets through an innovative infrastructure.

We are recruiting to fill the position below:

Job Title: Account Manager

Location: Lagos

Job Summary

As the Account Manager, you will be responsible for leading BitPesa’s Account Management/Inside Sales (AM).
You’ll guide your team in strengthening existing client relationships and providing excellent customer service.
You’ll use data to improve client retention, customer happiness and the overall customer experience. You’re at the center of every BitPesa’s customer’s experience - from email and chat, to phone, SMS, and beyond. You’ll be on the front lines for making BitPesa’s “customer-first” support team the best in class.
You’ll manage a high performing team and know that customer experience extends beyond just ticket efficiency. This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.
Your team is the first point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic leader, with the relevant experience, to build the vision for excellent standards in client relationship management, and to uphold the customer-centric culture at BitPesa.

Responsibilities

Lead the team through a customer-centric vision (be the Voice of Customer)
Lead and assist the teams in complex problem-solving, high-risk transactions and customer-facing issues raised as escalation
Develop and execute a strategy to meet the set revenue targets for existing client segments
Act as an ambassador for customer centricity promoting this throughout the company
Lead customer engagement, upselling tactics and retention campaigns
Make data driven decisions on client retention, upselling and resource allocation
Ensure the team is responding to client inquiries within the defined SLAs
Create & streamline SOPs that aim to increase efficiency and productivity for complex, high-priority tasks and processes, and customer requests
Collaborate with internal stakeholders: Product, Compliance, Finance, Treasury and Infrastructure to optimize the customer experience and align on the revenue growth strategy
Develop and implement methods and “quick fixes” to reduce the team’s manual tasks thereby increasing productivity through elimination, streamlining or automation of tasks

Activities:

Present data and recommendations to internal stakeholders to aid in impactful business decisions and adapting tactics that drive growth within the existing client segments
Coach, assist and manage the team on efficient retention and growth of clients
Escalate relevant issues/outages to the appropriate internal teams (such as network outages to the Tech team)
Maintain updated team manuals and SOPs
Lead the team in collecting customer feedback and product feature requests
Ensure the team keeps CRM tools up to date and maintain excellent client retention processes to clearly identify status and success after a deal is won
Analyze and present data to key internal stakeholders in order to inform impactful business decisions and help adapt tactics that drive profitable growth
Oversee the response times via phone lines, Whatsapp, Intercom or social media are within the defined SLAs
Direct inbound sales inquiries to the relevant BD Manager.
Develop a comprehensive FAQ/Guide Page for clients on our products offering

Requirements

Minimum of 5 years’ experience in a customer facing role with a strong idea of what best-in class support involves
You’ve managed a team of customer support/experience reps before and love management
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 perseverant 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

Benefits

Competitive remuneration
Casual work environment
Great work-life balance
We value autonomy
Environmental-friendly (we try to use as less paper as possible!)
Opportunity for growth for all our employees

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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