Junior Implementer

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 Junior Implementer at Kwara, your primary objective is to ensure the seamless onboarding of our SACCO customers, delivering high-quality implementation projects and fostering client satisfaction. You will play a vital role in configuring our products, managing data, conducting training sessions, and resolving any issues that may arise during the implementation process. Your mission is to create a positive onboarding experience that results in high levels of client satisfaction and product adoption.

This role is a unique opportunity for an ambitious junior- or mid-level individual, with a project mindset and interest in complex technical product configuration, 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.

On top of that, you will be part of the wider Customer Success team (including Customer Support, Support Engineering and Account Managers). 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
  • Take end-to-end ownership of implementation projects, on both technical as well as project management aspects
  • Ensure consistent high-quality product configuration and data migration, customizing the set-up to meet the unique requirements of each SACCO
  • Support the SACCO administrators in providing the required data, without taking on their workload, but rather through support with process, excel templates, and checks
  • Conduct training sessions to ensure that the relevant SACCO administrators and board members (and members) have the required knowledge and skills to use the Kwara products
  • Identify potential blockers quickly and work with the customer to solve these; if needed, escalate issues to more senior stakeholders, working closely with the Kwara Account Manager
  • Escalate 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
  • Please, answer this form first.
  • Proven ability to grasp complex technical products and conducting product configuration, preferably for finance-related products
  • Good project management skills, especially in terms of prioritization and personal task management with multiple projects running in parallel
  • Proficiency and patience in delivering impactful training sessions and facilitating learning, also with non-tech-savvy customers.
  • Strong interpersonal skills to manage relationships with diverse stakeholders
  • Proficiency in using office software, especially Excel
  • Comfortable with technology and quick to learn new tools, platforms and processes.
  • Previous experience in implementation, account management or technical customer support is a plus, preferably within the SACCO or financial technology sector
  • Understanding of (SACCO) accounting is a plus
Your profile

As an Implementer 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!
Thank you for your interest in Kwara GmbH. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to bruno@kwara.com

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