Account Manager at Smile ID (formerly Smile Identity)

The Role

• We are looking for an Account Manager to play a pivotal role in nurturing and expanding relationships with strategically important customers, while ensuring that their needs are met and expectations are exceeded.
• This role reports directly to the Head of Account Management and offers the opportunity to make a meaningful impact in a rapidly scaling company.
• Business English will be the main language for this role, however, French and / or Arabic would be a great benefit to the role holder.

What the role involves

Customer Relationship Management

• Build and maintain strong, long-lasting relationships with existing customers, understanding their business needs and goals.
• Serve as the primary point of contact for key customer accounts, addressing inquiries, resolving issues, and ensuring client satisfaction.
• Build multi-threaded relationships across customer organizations, from technical teams to C-suite executives.
• Collaborate with Sales Executives & Technical Support Engineers to drive adoption and facilitate a seamless onboarding experience.

Revenue Growth And Retention

• Develop and execute account growth strategies to increase revenue and expand Smile ID’s footprint within existing accounts to maximize Partner Lifetime Value.
• Proactively identify upsell and cross-sell opportunities based on customer needs and market trends.
• Implement retention strategies to reduce churn, improve Net Revenue Retention and maximize customer lifetime value.

Data-driven Decision Making

• Utilize data and metrics to track account performance, identify areas for improvement, and make informed strategic decisions.
• Prepare and deliver regular reports to senior management on account management KPIs and achievements.

Communication And Collaboration

• Collaborate closely with sales, product, and customer success teams to ensure seamless customer onboarding, technical implementation, and ongoing support.
• Serve as the voice of the customer, providing structured feedback to inform product development and operational improvements.
• Effectively communicate product updates, new features, and industry trends to customers.

What We’re Looking For

• Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
• Proven track record of at least 4 years in account management or customer success roles, ideally in B2B SaaS or technology companies.
• Experience selling technical products to both technical and business stakeholders.
• Exceptional interpersonal, communication, and negotiation skills.
• Strong analytical and problem-solving abilities, with a data-driven mindset.
• Ability to thrive in a fast-paced, dynamic startup environment.
• Background working with African or emerging market customers.
• Strong project management and organizational skills, including the ability to work independently and manage multiple priorities in a complex environment.

Benefits And Compensation

• Competitive salaries
• Stock options
• Health insurance or stipend (depending on location)
• Time-off, study leave, and paid parental leave
• Flexibility (we are a remote-friendly company + there is the opportunity to work from one of 4 global offices)
• Cool swag and company off-sites (recent locations: Kenya & Rwanda)