Client Onboarder at Aza Finance

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 AZA. This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.

Responsibilities

• Conducting onboarding meetings, product tours, company presentations, and product demos.
• Understanding customer context and goals and providing product information to best serve those goals.
• Educating customers and optimizing their product setup for the quickest path to success.
• Eliminating roadblocks in the way of customers’ goals: product issues, poor implementation, support issues, or customer knowledge gaps, or simply poor product understanding.
• Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
• Assisting customer support with customer issues and requests.
• Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently
• Act as an effective liaison between AZA 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
• 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

Requirements

• Minimum of 3 years of experience in communications, Client Onboarding, Compliance officer, or Customer success,
• High emotional intelligence and empathy skills.
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
• Strong analytical and goal-oriented mindset.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
• Experience managing major client relationships in previous roles
• Ability to understand and help promote customer-centric vision at AZA.
• Persistent and goal-oriented with a mindset to get the job done
• Excellent interpersonal, communications (written and oral), public speaking, presentation, and listening skills.
• 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