As an Account Manager, your role is to build and maintain strong, long-lasting relationships with clients, ensuring they derive maximum value from SPENN products and services. You will act as the primary point of contact for your assigned clients, proactively addressing their needs, identifying opportunities for growth, and enhancing client satisfaction. Your focus will be on fostering loyalty, increasing usage, and ensuring retention of SPENN Business clients.
DUTIES AND RESPONSIBILITIES
Key responsibilities associated with the position include, but are not limited to:
● Serve as the lead point of contact for all client account management matters.
● Develop and maintain strong, positive relationships with existing clients, ensuring a deep
understanding of their needs and business objectives.
● Regularly communicate with clients to assess satisfaction, address concerns, and identify areas for improvement.
● Promote SPENN products and services, identifying cross-sell and upsell opportunities to drive revenue growth.
● Oversee and ensure a smooth onboarding process for new clients, ensuring they are well-versed in using SPENN products effectively.
● Monitor client activity to identify churn risks and proactively implement retention strategies.
● Collaborate with the Sales team to onboard new accounts and transition them to active usage.
● Maintain an accurate record of client interactions, feedback, and transaction data using CRM and other tools.
● Develop account plans tailored to each client’s specific business needs and potential growth opportunities.
● Act as a liaison between clients and internal teams to ensure seamless service delivery and issue resolution.
● Stay updated on SPENN’s new products, features, and services to provide clients with the latest offerings and solutions.
● Collect and report client feedback for product improvement and alignment with market needs.
● Prepare monthly performance reports on account activities, client growth, and revenue impact.
KEY BEHAVIOR AT WORK
● Strong interpersonal and client relationship management skills.
● High level of integrity and professionalism.
● Effective communication and active listening skills.
● Punctuality and reliability in client engagements and deliverables.
● Proactive attitude with a focus on exceeding client expectations.
● Team-oriented mindset and collaboration with colleagues across departments.
GOALS
The immediate goals are:
● Maintain and increase active client accounts month on month.
● Enhance client retention by addressing churn risks and maintaining satisfaction.
● Grow revenue through effective cross-selling and upselling of SPENN services.
● Ensure clients are utilizing SPENN products to their fullest potential.
QUALIFICATIONS AND SKILLS
● Minimum of 2 years experience in client account management, preferably in Fintech, banking, or B2B environments.
● Proficiency in CRM tools and familiarity with account management software.
● Strong analytical skills for interpreting client data and identifying growth opportunities.
● Demonstrated ability to communicate, present, and influence key stakeholders.
● Problem-solving aptitude with a client-centric approach.
● Understanding of sales dynamics, business acumen, and financial literacy.
● Fluent in English and Kinyarwanda; knowledge of French is a plus.
● Experience with IT integrations and API connectivity is an added advantage.
SALARY AND BENEFITS
● Monthly fixed salary.
● Private medical insurance.
● Airtime allowance.
● Travel reimbursement.
