Account Manager (Anambra)

We are recruiting to fill the position below:

Job Title: Account Manager (Anambra)

Location: Anambra (Hybrid Model)
Department: Moniebook
Reports To: Regional, Account Manager

Job Purpose

• Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness.
• Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.
• The Account Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding.
• This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners.

Key Responsibilities

• Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout.
• Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions.
• Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success.
• Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered.
• Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness.
• Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value.
• Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn.
• Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy.
• Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact.
• Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period.

About You

• You're commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers.
• You're organised and disciplined, you manage your book of business methodically, follow through on commitments, and never let important details slip through the cracks.
• You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges.
• You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported.
• You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements.
• You're proactive and anticipatory, you don't wait for problems to escalate; you spot early warning signs and intervene before customers consider leaving.
• You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow.
• You're collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals.

What Success Looks Like

• Execute timely, friction-free renewals with 100% on-time contract completion and minimal escalations to leadership.
• Maintain >95% gross retention rate (GRR) across your customer portfolio, with proactive churn prevention strategies that keep customers engaged long-term.
• Your customers become promoters, willingly providing references, testimonials, case studies, and referrals that support sales and marketing efforts.
• Maintain >80% active rate across your customer portfolio.
• Drive measurable increases in feature adoption across your accounts, with customers actively using 4+ core Moniebook capabilities that maximise platform value.
• Consistently identify and close upsell/cross-sell opportunities that drive 10-15% net revenue retention (NRR) growth annually within your accounts.
• You regularly share customer insights that influence product decisions, contribute to CS process improvements, and mentor junior team members to elevate overall team performance.

Qualifications

• 3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred).
• Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality.
• Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism.
• Interested candidates should possess a Bachelor's Degree in Business, Technology, Communication, or related field.
• Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes.
• Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences.
• Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies.
• Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure.
• Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets.

What we can Offer You

• Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

How to Apply
Interested and qualified candidates should:
Click here to apply online

What to expect in the hiring process

• An interview with a member of our executive team.
• An interview with the hiring team.
• A preliminary phone call with the recruiter.