Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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Job Purpose
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.
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.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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)
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
- Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
- Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
- Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
- Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
- Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
About You
- You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements
- You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
- 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 commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers
- You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
- 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 collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
- You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow
go to method of application »
Job Purpose
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.
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.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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)
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
- Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
- Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
- Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
- Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
- Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
About You
- You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements
- You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
- 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 commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers
- You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
- 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 collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
- You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow
go to method of application »
Job Purpose
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.
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.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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)
- Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
- Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
- Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
- Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
- Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
- Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
- Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
- Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
About You
- You're genuinely customer-obsessed, you measure your success by your customers' success and take personal pride in their achievements
- You're a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
- 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 commercially minded, you understand the business value of retention and expansion, and you're comfortable having revenue conversations with customers
- You're a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
- 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 collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
- You're resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow
go to method of application »
About the Role
We are seeking a highly skilled and motivated System Administrator to join our growing team. This role is crucial for maintaining the stability, performance, and security of our entire IT infrastructure, from core networking and server systems to end-user support and automation. The ideal candidate is a hands-on technical expert who thrives in a fast-paced environment and possesses a strong focus on continuous improvement and security. This is a fully onsite role.
Principal Duties and Responsibilities
Infrastructure Management
- Design, implement, and maintain a robust IT infrastructure, including servers and virtualization platforms.
- Administer and optimize Windows Server, Linux systems, and hybrid cloud infrastructures.
- Maintain comprehensive system documentation, network diagrams, and Standard Operating Procedures (SOPs).
Network Administration
- Configure, manage, and troubleshoot enterprise networking infrastructure (routers, switches, firewalls, wireless access points).
- Implement and maintain network security protocols, VLANs, VPNs, and network segmentation.
- Manage DNS, DHCP, Directory As a Service, and other core network services.
- Monitor network performance, analyze bandwidth utilization, and implement Quality of Service (QoS) policies.
- Troubleshoot complex network connectivity issues and implement effective solutions.
Automation & Scripting
- Develop, implement, and maintain automation scripts (Python, PowerShell, Bash) to streamline repetitive tasks and improve operational efficiency.
- Utilize Infrastructure as Code (IaC) tools (e.g., Terraform, Ansible) for consistent and scalable infrastructure deployment.
- Build and maintain monitoring and alerting solutions using tools like Prometheus, Grafana, or Nagios.
- Automate system provisioning and develop custom scripts for system maintenance and reporting.
Security & Compliance
- Implement and enforce IT security policies, access controls, and data protection measures.
- Manage endpoint security solutions and patch management processes.
- Manage user authentication systems, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and privileged access management.
- Respond to and manage security incidents, implementing established incident response procedures.
User Endpoint Setup & Onboarding
- Plan and execute comprehensive onboarding procedures for new employees, ensuring a seamless first-day experience.
- Configure, deploy, and manage workstations (laptops, tablets) and company-approved software across Windows, macOS, Linux, iOS, and Android platforms.
- Provision user credentials, configure VPN clients, shared drives, and ensure security compliance for all new user accounts.
- Implement and manage Mobile Device Management (MDM) solutions for corporate smartphones and tablets.
- Manage user offboarding procedures, including account deactivation, data backup, and equipment retrieval.
Technical Support & User Management
- Provide expert-level technical support to end-users, ensuring timely resolution and minimal disruption (L2/L3 support).
- Manage user accounts, permissions, and access controls across all corporate platforms.
- Manage IT assets, including inventory tracking, lifecycle management, and procurement coordination.
- Respond to and resolve help desk tickets efficiently, managing ticketing systems (e.g., Jira Service Management) and maintaining SLA compliance.
- Perform remote troubleshooting and support using standard tools (TeamViewer, AnyDesk).
System Maintenance & Optimization
- Perform regular system updates, patches, security hardening, and troubleshooting of complex system errors.
- Plan and execute system upgrades with minimal downtime.
- Optimize system configurations for performance, reliability, and cost efficiency, maintaining high availability and redundancy across critical systems.
Qualifications, Competencies & Skills Required
Education & Experience
- Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 3-5 years of proven experience in system administration, IT support, or network administration roles.
- Relevant industry certifications (e.g., CompTIA, Cisco, Microsoft, Linux/Cloud platforms) are highly desirable.
Technical Skills
- Operating Systems & Directory Services
- Advanced proficiency in Active Directory or a Directory as a Service (DaaS) system (e.g., Jumpcloud).
- Strong Linux/Unix administration skills (RHEL, CentOS, Ubuntu, Debian).
- Experience with macOS management and mobile device platforms (iOS, Android).
Networking
- Deep understanding of TCP/IP, routing protocols (BGP, OSPF), switching, and network architecture.
- Hands-on experience with enterprise networking equipment (e.g., Cisco, Ubiquiti).
- Experience with network monitoring and troubleshooting tools.
Automation & Scripting
- Proficient in scripting languages: Python, PowerShell, Bash.
- Experience with configuration management tools (e.g., Ansible).
- Experience with Infrastructure as Code (Terraform).
Endpoint Management & Tools
- Experience with endpoint management tools and Mobile Device Management (MDM) platforms.
- Familiarity with monitoring and alerting tools (e.g., Nagios, Prometheus, Grafana).
- Experience with ticketing systems (e.g., Jira Service Management).
- Familiarity with cloud and on-premise productivity suites (e.g., Google Workspace).
Soft Skills & Competencies
- Exceptional analytical and problem-solving abilities with a systematic troubleshooting approach.
- Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical users.
- Strong documentation skills and meticulous attention to detail.
- Proven ability to work independently and collaboratively in a team environment.
- Effective time management and ability to prioritize tasks in fast-paced, high-pressure environments.
- Strong customer service-oriented mindset and professional demeanor.
- Commitment to continuous learning and adaptability to new technologies.
Working Conditions
- This role may require occasional weekend or after-hours work to perform system maintenance, upgrades, and respond to critical incidents.
- Physical requirements may include lifting equipment up to 50 lbs.
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The Inbound Sales Officer responds to customer inquiries coming from various lead channels (website inquiries, partner referrals, social media, events, and other inbound sources) and converts interested prospects into paying Moniebook customers. You will be the first point of contact for people who have expressed interest in our platform, guiding them through product demonstrations, answering questions, and helping them make informed purchase decisions.
Key Responsibilities
- Respond to Inbound Inquiries on schedule, following the outlined business process
- Qualify Leads: Ask thoughtful questions to understand customer needs, budget, timeline, and decision-making process. Determine if our solution is the right fit for their business.
- Conduct Product Demonstrations: Schedule and deliver engaging online demos (via Zoom/Google Meet) that showcase how Moniebook solves customer problems.
- Close Deals: Guide qualified prospects through pricing discussions, address concerns, handle objections, and close sales. Work toward monthly and quarterly sales targets.
- Manage Customer Relationships: Build trust and rapport with prospects throughout the sales process. Follow up consistently, provide excellent service, and ensure smooth handoffs to our Onboarding team after purchase.
- Identify Upsell Opportunities: Recognize when customers could benefit from premium features or additional services and introduce them appropriately during conversations.
- Maintain Accurate Records: Log all customer interactions, update deal stages, and track your pipeline on the tools provided.
- Collaborate Across Teams: Provide feedback on lead quality from different channels. Share common customer questions and insights to help improve our lead generation efforts.
- Continuous Learning: Participate in weekly sales training, practice call reviews with your manager, and continuously improve your Moniebook product knowledge and sales skills.
Qualifications
- 0 - 3 years of work experience in any field (SaaS sales, sales, or fresh graduates welcome)
- Excellent verbal and written communication skills
- Comfortable with technology and learning new software tools quickly.
- Strong listening skills and genuine curiosity to understand customer needs
- Organised and detail-oriented, able to manage multiple conversations simultaneously without dropping the ball
- Bachelor's degree or equivalent work experience preferred
About You
- You're eager to start a career in tech sales and willing to put in the work to learn and grow
- You're naturally helpful and get satisfaction from solving problems for others
- You're comfortable with rejection, you understand that not every prospect will buy, and you don't take it personally
- You're a team player who shares wins, learns from colleagues, and contributes to a positive office culture
- You're coachable, you actively seek feedback and implement it to improve your performance
- You thrive in a fast-paced environment where no two days are exactly the same
What Success Looks Like (First 90 Days)
- Week 1-2: Complete onboarding and product training. Shadow experienced reps on calls and demos. Begin handling simple inquiries with manager support.
- Week 3-4: Start managing your own leads independently. Conduct your first solo product demos. Close your first deals with coaching.
- Month 2-3: Consistently meet daily activity targets (calls made, emails sent, demos scheduled). Build confidence in handling objections and closing techniques.
- By Day 90: Achieve 80-100% of your monthly sales quota. Demonstrate solid Moniebook product knowledge. Maintain clean CRM records. Receive positive feedback from customers and team members.
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The Quality Assurance Auditor in Customer Support is tasked with overseeing and assessing customer interactions to ensure compliance with company standards, policies, and procedures. This position is vital in upholding and enhancing service quality by pinpointing areas for improvement, offering feedback, and collaborating with the customer service team and product team to elevate the overall customer experience.
Requirements
- A Degree in a relevant field
- Experience and knowledge of customer support requirements particularly in the correspondent banking space.
- 3 - 5 years of professional work experience, preferably in banking or a fast-paced fintech or digital banking environment.
- Client Service experience or Front Office experience
- Compliance knowledge is an added advantage
- Attention to detail
Method of Application
Use the link(s) below to apply on company website.
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