Reporting to the Head of Account Management Middle East & Africa, the Account Director will be focused on scaling our relationships with our existing large clients including banks, MTO’s, PSPs, wallets & fintechs. You will be responsible for forming deep relationships with these key accounts across East Africa. You will be their trusted advisor for our products and services. Leveraging this relationship, you will provide a world class customer experience for your accounts, driving revenue growth through cross and up sell opportunities.
Responsibilities:
- Relationship Management: Build and maintain
strong relationships with clients, serving as their primary point of
contact for all payment-related matters. Understand their business
needs, objectives, and challenges, and proactively address their concerns.
- Client Retention and Growth: Develop strategies
to retain existing clients and foster their growth within the payments
space. Identify upselling and cross-selling opportunities, and work
with other stakeholders to expand the client portfolio of services.
- Develop account plans and strategies and execute
on them to increase revenue and market share
- Work closely with multiple internal functions
(e.g. product, sales, compliance, solution delivery and operations)
to improve our product and service
- Payment Solutions Consulting: Provide expert
advice and guidance to clients on payment solutions. Assist clients
in optimizing their payment processes and reducing costs.
- Issue Resolution: Act as a liaison between
clients and internal teams, ensuring prompt and effective resolution
of any payment-related issues or escalations. Collaborate
with technical support, operations, network and compliance teams to
address client concerns.
- Performance Monitoring and Reporting: Monitor
and analyse key performance indicators (KPIs) for assigned accounts,
such as transaction volumes, revenue, and customer satisfaction.
Prepare regular reports and presentations for clients and management,
highlighting performance trends and recommending
improvement strategies.
- Market Research and Competitor Analysis: Stay
updated on industry trends, regulatory changes, and emerging
technologies in the payments space. Conduct competitor analysis to
identify opportunities for product and service differentiation, and contribute to
the development of new offerings.
- Ensure excellent communication and internal
coordination to roll-out new services taking into factors of market
specificity (regulation, competition etc.),
- Training and Support: Conduct training sessions
and workshops for clients to educate them about new payment products,
features, and industry best practices.
- Provide ongoing support to ensure clients can
effectively leverage payment solutions.
- Act as trusted partner ensuring account
retention, contractual health, well-being, and maximum satisfaction of
clients.
- Ensure all specific reports and records are
completed within timeframe, including utilisation of CRM tool with
precision.
Skills/Qualifications:
You’re a
natural people person who isn’t afraid to get scrappy to solve customer issues;
you’re excited to become an expert in the high-growth technology businesses
that rely on Thunes; you’re an energized and organized self-starter; you’re
highly analytical and have a track record for improving the processes and
organizations around you.
- 10+ years’ experience in B2B Account
Management/Partnerships in an enterprise business development environment.
- Extensive hands-on partnerships and/or account
management experience working with financial institutions & enterprise
clients in East Africa
- Track record of top commercial performance in a
Payments business with proven ability to grow revenue share
- Operationally focused, with an ability to
methodically grow a live account, coordinating internal teams using
planning, metrics, and organizational structures
- Evidence of expertise in CSM (customer success
management) with a metric driven, rigorous and programmatic framework
approach
- Excellent negotiation skills with the tenacity
to drive commercial value in upsell and cross sell scenarios
- Strong decision maker, able to prioritize
through competing demands and complex problems
- Ability to manage multiple stakeholders,
including compliance, legal, solutions delivery, treasury, and
finance
- Driven, flexible, self-motivated, go-getter,
able to accept change and with the ability to work at pace in a
rapidly growing and changing environment
- Analytical ability to manage complex reporting,
pricing, and cost considerations
How to Apply
