Account Manager (Small to Medium-Sized Business) - SMB at Aleph Holding

Aleph Holding is a leading global enabler of digital advertising in emerging countries. We connect thousands of advertisers in underserved markets to over 3 billion consumers on the world's leading digital media platforms.

Aleph represents the world’s leading platforms in 115+ markets across new and existing geographies, enabling platforms like Twitter, Meta, Snapchat, and nearly 35 others to expand into new markets and empowering advertisers to take full advantage of the platforms’ advertising capabilities.

We are recruiting to fill the position below:

Job Title: Account Manager (Small to Medium-Sized Business) - SMB

Location: Lagos
Employment Type: Full time

Job Description

• The role offers an opportunity to build and attain the best-in-class customer support experience.
• Aleph provides a unique international experience to its employees within a continuously evolving media landscape.
• It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies.

Main Responsibilities

• Provide world class support to all SMB customers in a customer centric environment through the use of multiple support tools via different channels that include email, chat, phone, content moderation and social media
• Manage end to end onboarding of new customers to our CRM platforms and ensure data accuracy and authenticity
• Perform pre-onboarding, onboarding and manage basic account management requests on behalf of SMB Account Managers
• Assist customers with inquiries by providing consultative recommendations and help identify any opportunities to upsell solutions that will enable customer success
• Provide creative suggestions on how to improve their advertising campaigns or product portfolios to make it more engaging with their target audience
• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to
• Be an effective Subject Matter Expert of SMB Products and provide local market & language expertise to improve overall product support experience and drive customer success
• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
• Successfully perform against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics
• Perform other duties as assigned by Global Partner Director

Minimum Requirements

• Bachelor's Degree or relevant qualifications preferred but not required.
• Fluent in one or two of the local languages & effectively bi-lingual in English is an advantage.
• Minimum two (2) years of relevant work experience in customer service, sales support, call center, web design, advertising, e-commerce, technology products or SaaS related industry.
• A working understanding of e-commerce, online advertising or social media principles and support elements is required.
• Basic knowledge of creative / design softwares such as Canva, Adobe Photoshop & others.
• Self-motivated and able to work autonomously.
• Detail-oriented and able to manage multiple tasks effectively.
• Passion for helping small businesses with Ads platforms and technology.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online