Account Manager

Permanent employee, Full-time · Nairobi

Why us?
Our operating system for SACCOs has made us the market leader for SACCOs in Kenya, and our newly launched mobile banking app has grown users by 30X in 2022. We are proud to be backed by some of the best investors globally, including Breega, Softbank and many more!
As a Account Manager at Kwara, you will play a pivotal role in ensuring exceptional customer experiences and satisfaction. Your responsibilities will encompass a wide range of tasks aimed at assisting members, SACCO administrators, and prospects with their inquiries. You will be the frontline representative of our company, working diligently to address concerns, offer solutions, and contribute to the overall success of our clients.

This role is open to both junior- and mid-level candidates. Based on your experience and skills, we will determine the seniority level of the successful candidate.

On top of that, you will be part of the wider Customer Success team (including Customer Support, Support Engineering and Implementers). We expect you to take ownership of delivering the best possible experience for SACCOs and their members, and highly value your role as the voice of the customer - bringing suggestions to the team on how to improve things further.
Your mission
This role is a unique opportunity for a relationship-oriented, ambitious individual, at junior- or mid-level, to gain hands-on experience in a high-growth startup environment and make a significant impact on improving financial health and access to underserved markets.
Key Responsibilities
  • Cultivate strong, trust-based relationships with SACCO administrators and boards, serving as their primary contact point.
  • Focus on growing the customer, by attending in-person SACCO events (periodic travel will be required), and performing Quarterly Business Reviews with priority customers to review performance, address challenges, and align goals.
  • Deliver impactful training and guide clients through challenges, ensuring they extract maximum value from our solutions; improve the way we conduct trainings / share knowledge, focusing on quality, effectiveness and scalability of our training
  • Create transparency and maintain a very solid feedback loop on issues that customers are facing, towards the wider Customer Success team, as well as the (technical) support team and product; through the use of digital tools as well as internal communication
  • Structure your proactive outreach based on data from our SACCOs, both in terms of prioritization on which customers to reach out to, as well as the focus topics to discuss
  • Be on top of the administrative aspects of Account Management, including logging calls and issues in our internal systems, maintaining surveys and customer health scores, and following up on late payments
  • Please, answer this form first.
  • Exceptional interpersonal and relationship-building skills; confidence in engaging with stakeholders at different levels of an organization
  • Proven ability to manage multiple tasks and prioritize effectively, and strong task management skills with a focus on follow-up and follow-through.
  • Proficiency in creating and delivering impactful training sessions and facilitating learning, also with non-tech-savvy customers.
  • Self-motivated, proactive, and goal-oriented, with a drive for customer success
  • Ability to leverage data for strategic decision-making
  • Consistent and detail-oriented when it comes to internal feedback loops and follow-through on administrative tasks
  • Basic proficiency in using office software, including Excel
  • Comfortable with technology and quick to learn new tools, platforms and processes.
  • Previous experience in account management, sales, or customer relations is a plus, preferably within the SACCO or financial technology sector
Your profile
As an Account Manager at Kwara, your primary goal is to ensure the health and success of our client relationships. You will be responsible for building strong relationships with SACCO administrators and boards, understanding their needs, and proactively addressing those needs through various means, ensuring that they make the most out of the Kwara products. You will also play a crucial role in ensuring a smooth onboarding experience (although our implementation team takes the lead there), identifying opportunities for upselling, escalating issues to our product & technical teams, and delivering exceptional training to our clients.
  • Competitive stipend and benefits package 
  • A dynamic and fast-paced work environment with a talented and driven team from the likes of Lehman Brothers, Nubank, Kuda, Fairmoney, Andela and many more!
  • The chance to make a real impact on the success of a high-growth startup, serving financially underserved in emerging markets at scale
  • Health Insurance
  • Meal at the Office
About us
What if we told you that banking in emerging markets could actually work for the majority? What if you could be part of that change? 

At Kwara, we've dedicated ourselves to improving financial health in emerging markets, and the little known truth is that credit unions are the fastest way to get there. With more than 1.2 billion people horribly underbanked, there's no time to waste. ⚡

A credit union is a local community bank that's owned by its clients - a simple but elegant set up that ensures all incentives are aligned. They offer affordable loans, so people don't get sucked into debt traps by loan sharks, and also help their end users build up that magical habit of saving - so rainy days aren't so worrisome ☔ and the future is worth looking forward to.

Kwara provides the tools credit unions need to operate securely, efficiently and digitally, while delivering a sleek and modern experience for the millions of people who rely on them. We've started in Kenya, where there are 10 million credit union end users already - and where in 2030 there will be 20 million end users. It's just the beginning, and we are welcoming wildly ambitious and passionate builders to create a future where retail banking works for everyone. Sounds like you? Book your spot! 
We are looking forward to hearing from you!
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