Client On-boarder at BitPesa

Job Summary

• As the Client On-boarder, your responsibility will be two-fold: help with the onboarding of new client accounts and manage your own portfolio of key existing client accounts.
• You will deepen/strengthen existing client relationships (client retention) by providing excellent ongoing day to day service and find opportunities to cross-sell and upsell to existing clients.
• Account Management is a critical point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic young leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to instill a customer-centric culture at BitPesa.
• This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.

Responsibilities

• Lead with a customer-centric approach by setting high standards for client support, relationship management and customer happiness
• Act as an effective liaison between BitPesa and the clients in the Account Portfolio, given you are a daily point of contact for the clients
• Support the Sales team by collaborating with internal stakeholders (Compliance, Treasury)
• Support and improve the entire customer journey from onboarding to post-trade execution
• Flawlessly execute trade requests from existing clients in the Account Portfolio within defined SLAs
• Handle any issues reported by clients in the Account Portfolio and escalate, when necessary
• Proactive outreach to clients to ensure there is client retention, and satisfaction
• Assist in continuously deepening existing client relationships by understanding and matching their needs with BitPesa’s evolving product offering (cross-sell and upsell)
• Adhere to the SOPs and compliance standards set internally
• Help identify and fix inefficiencies in current workflows and processes
• Display a high level of emotional intelligence and step into a leadership role when required

Activities

• Develop and follow quarterly, monthly, and weekly plans with specific, measurable goals.
• Collaborate with the Treasury Team to complete clients’ trade requests in a timely manner
• Collaborate with the Compliance team to move deals through the “onboarding” stage to “closed” stage, by collecting required documents from clients and ensure account approval is completed in a timely manner
• Work with Payments, CS and Product Team to resolve any transaction issues within defined SLAs and providing clients with regular updates
• Upsell and cross-sell to existing clients by truly understanding and matching their needs to BitPesa’s evolving product offering
• Regularly update the sales pipelines (CRM) with client engagement status.
• Ensure all customers are properly registered and compliant by working with Compliance during our annual audit reviews
• Create reports to present sales data/trends for the team and management

Requirements

• Ambitious and passionate professional with a minimum of 3 years’ experience in a relevant role
• Experience managing major client relationships in previous roles
• Ability to understand and help promote customer-centric vision at BitPesa.
• Persistent and goal-oriented with a mindset to get the job done
• Excellent interpersonal, communications ( (written and oral), public speaking, presentation, and listening skills.
• Experience in Advanced MS Office, Google Suite Tools and CRM software
• Quantitative individual with a love for numbers and data analysis.
• Creative problem solver with the ability to work independently with minimal guidance.
• Excellent organizational skills and structure ensuring nothing falls through the cracks
• You’re persevering and willing to roll up your sleeves to do whatever needs to be done
• Passionate about our mission to develop innovative digital payment and treasury management solutions to help businesses scale in frontier markets
• Willingness to be based in Lagos

Benefits

• Competitive salary
• Casual work environment
• Great work-life balance
• We value autonomy
• Environmental-friendly (we try to use as less paper as possible!)
• Opportunity for growth for all our employees