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Account Manager

Nala

Nala

Sales & Business Development
London, UK
Posted on Monday, April 15, 2024

💙 Our Mission

We have recently updated our Company Mission to reflect our ambitions to build the future of payments in Africa. You can read all about it here.

Why does our mission matter?

There are over 1.3 billion Africans in the world and is the fastest-growing region in the world. Africa is also the most expensive place to send money to and trade with. Talent is everywhere but opportunity isn’t. How do we bridge this divide with a sense of purpose?

  • Think about people living far away from their loved ones who are financially responsible and support them. Imagine how you would feel losing 8-9% of your money through fees. How do we reduce the cost of sending money home through technology?
  • What about the future for businesses? Think about those who are trying to do cross-border business from Africa outbound to the rest of the world? Why is it so hard to trade today? Why do people have to send money with other people physically or cash on planes? How much money and time is lost while doing this?
  • What about the reliability of trade? When payments are delayed, that means business is disrupted. This costs everyone money. It loses us trust of customers.
  • What about the future of work? Think about those young TikTok influencers in Uganda who make amazing content, but can’t get paid because they don’t have Visa or Mastercards yet have mobile money?

NALA’s true impact will be measured by the opportunities we create for Africa to trade with the world and the world to trade with Africa.

🙌 Your Mission

Play a pivotal role in making Rafiki by NALA a success by defining and building the Account Management structure, defining tooling requirements, building processes and executing at a high level

🎯 Your Responsibilities in this Role

  • Build the Account Management function, processes and strategies for scalability and sustained growth, optimised in a customer-first manner.
  • Determine the metrics, health scores, and KPIs relevant to each account, the team, and the entire business.
  • Manage a portfolio of accounts, developing relationships and managing stakeholders
  • Coordinate a seamless onboarding, integration and go-live experience for new customers in collaboration with Sales
  • Identify/track adoption and growth opportunities within existing clients
  • Organise QBR’s with customers to identify possible points of friction and churn risk
  • Proactively identify upsell and renewal opportunities
  • Represent the customer internally as a stakeholder for all other teams ensuring the company operates in a customer centric manner
  • Anticipate customer requirements and challenges, work towards a (re)solution by acting on data-driven insights and strategic knowledge
  • Be the first point of escalation for a portfolio of accounts
  • Proactively monitor the transactional flow to identify any potential issues

🔥 Must Have Requirements

  • At least 2 years of experience as a Senior Account Manager at a SaaS provider
  • Experience working in highly collaborative environments
  • Knowledge of best practices in customer service and retention
  • Ability to manage a project, work to deadlines, and prioritise competing demands
  • Comfortable leading technical conversations and persuading others to take action
  • Strong analytical skills and ability to navigate data and people to find answers

💪 Nice to Have Requirements

  • Ideally you’ve worked at a fintech, early-stage start-up or both

🎤 Interview Process

If successful you will be selected for our interview process which has 4 stages:

  1. [30mins] Interview with the Talent TeamIn this stage we want to get to know you a bit more and follow up on your experience and motivations. The best preparation would be to really know why you applied for the role (i.e. your application questions)
  2. [1hour] Interview with Hiring Manager (Head of Operations) In this stage, we want to get to know you and your experience deeply and we will focus closely on your experience evidence in your previous career.
  3. [1 hour] Case Study We’ll ask you to complete a brief, time-bound case study
  4. [Leadership Interview(s)] The final interview will involve speaking with the CEO, COO and CTO about your motivation for the role and will be a great opportunity to ask any questions you have about the business.

⭐️ Benefits

United Kingdom

  • 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
  • Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
  • Learning Budget: Fuel your growth with $1000 annually for learning and development.
  • Hybrid Working: We work 3 days a week in the office (Mon, Wed, Fri)
  • Sarabi (Simba’s Mother in The Lion King): Themed snacks and Friday lunch with a focus on building great working relationships with the team.
  • Global Workspace: Get access to WeWork locations worldwide.
  • Monthly Socials: Join fun social events every month for great times
  • Free Coffee: Enjoy barista-style coffee at your fingertips.
  • Office Fun: Play pool and table tennis when you need a break

Kenya

  • 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
  • Private Medical: Coverage for you and your dependents (optionally) from day one!
  • Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
  • Learning Budget: Fuel your growth with $1000 annually for learning and development.
  • Free Lunch: Every day - that’s it!
  • Monthly Birthday Party: Join fun social events every month to celebrate achievements, milestones and birthdays across the month

Global Remote

  • 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
  • Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
  • Learning Budget: Fuel your growth with $1000 annually for learning and development.
  • Remote Working: Work from home 5 days a week