at AZA Finance
Company Summary AZA Finance is the largest non-bank in Africa and an established provider of Payments, FX and Treasury providing cross-border payment solutions which accelerate global access to frontier markets through an innovative infrastructure. By leveraging cutting-edge technology with our proprietary technology, AZA Finance is able to significantly lower the cost and increase the speed of business payments to, from and across frontier markets. Our API product provides both wholesale currency purchase and retail settlement via our robust API while our Web-Based platform is our B2B over-the-counter product that caters to businesses with wholesale currency needs, especially those paying partners and suppliers.Licensed by the UK’s FCA and the Bank of Spain, AZA Finance is a market-maker in every major African currency. AZA Finance was founded in 2013 and now has offices in Nairobi, Lagos, London, Luxembourg, Madrid, Kampala, Accra, Durban and Dakar. Job Summary As the Client Relations Manager, you will be responsible for leading AZA’s Account Management. You’ll strengthen existing client relationships and provide excellent Account Management. You’ll use data to improve client retention, customer happiness and the overall customer experience. You’re at the centre of every AZA’s customer’s growth. This is an exciting opportunity to help take Africa’s leading digital FX company to the next level. Your team is the first point of contact for existing customers that are looking to transact or grow in volumes. We’re looking for an empathetic individual, with the relevant experience, to build the vision for excellent standards in client relationship management, and to uphold the customer-centric culture at AZA. * Minimum of 5 years’ experience in a customer facing role with a strong idea of what best-in class support involves * Exceptional communicator (written and oral) with strong interpersonal skills * Advanced MS Office, Google Suite Tools and CRM skills along with the willingness and ability to become familiar with company-specific tools/software * Ability to build, foster and maintain positive professional relationships * Devotion to high-quality customer service with an outgoing, positive attitude * Strong organisational skills ensuring you’re on top of every follow up and nothing falls through the cracks. Responsibilities * Lead the team through a customer-centric vision (be the Voice of Customer) * Lead and assist the teams in complex problem-solving, high-risk transactions and customer-facing issues raised as escalation * Develop and execute a strategy to meet the set revenue targets for existing client segments * Lead the team in client retention and growth of existing customers * Lead customer engagement and develop upselling tactics * Make data driven decisions on client retention, upselling and resource allocation * Collaborate with internal stakeholders: Product, Compliance, Finance, Treasury and Infrastructure to optimize and align on the revenue growth strategy. Activities * Present data and recommendations to internal stakeholders to aid in impactful business decisions and adapting tactics that drive growth within the existing client segments * Coach, assist and manage the team on efficient retention and growth of clients * Escalate relevant issues/outages to the appropriate internal teams (such as network outages to the Tech team) * Maintain updated team manuals and SOPs * Lead the team in collecting customer feedback and product feature requests * Ensure the team keeps CRM tools up to date and maintain excellent client retention processes to clearly identify status and success after a deal is won * Analyse and present data to key internal stakeholders in order to inform impactful business decisions and help adapt tactics that drive profitable growth * You’re highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations * Problem-solving and conflict resolution capabilities * You’re persevering and willing to roll up your sleeves to do whatever needs to be done * Ability to wear many hats and the poise to navigate the fast-paced ambiguity of our growing company * Passionate about our mission to develop innovative digital payment and treasury management solutions to help businesses scale in frontier markets * Bachelor’s Degree. * A competitive salary and benefits package. * Global / regional network / exposure in FinTech / Blockchain industry. * One of the hottest, fastest scaling start-ups in Africa. * Casual work environment. * Great work-life balance. * We value autonomy. * Opportunity for growth for all employees. * Opportunity to work hard and play hard. AZA is an equal opportunity employer and will consider every qualified applicant for employment. AZA does not discriminate based on race, ethnicity, national origin, ancestry, religion, gender, sexual orientation, or disability.