Assistant Account Manager
Recruit Finds
Nairobi, Kenya
Job summary
Assistant Account Manager AT Pesapal
About this role
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Assistant Account Manager
Job Summary
The Assistant Account Manager is responsible for managing and growing an assigned portfolio of merchants by building strong customer relationships, driving merchant retention, increasing product adoption, and supporting revenue growth. The role focuses on understanding merchant needs, identifying business opportunities, resolving customer challenges, and ensuring exceptional customer experiences. The successful candidate works closely with internal teams to deliver seamless service, improve merchant satisfaction, and maximize customer value through proactive account management and data-driven decision-making. The position also supports business growth by monitoring account performance, analyzing transaction trends, identifying risks, and implementing strategies that strengthen long-term merchant partnerships.
Key Responsibilities
1. Merchant Portfolio Management
Manage an assigned portfolio of merchants by maintaining regular communication, monitoring account performance, and ensuring long-term customer satisfaction and business growth.
Build, develop, and maintain strong professional relationships with merchants by understanding their business needs, providing continuous support, and serving as a trusted business partner.
Develop structured account management plans that align with merchant growth objectives, customer engagement strategies, retention goals, and increased product usage.
Conduct regular account reviews and engagement meetings with merchants to evaluate business performance, discuss challenges, and identify opportunities for improvement.
Ensure merchants receive timely support and guidance to maximize the value of Pesapal's products and services.
2. Revenue Growth and Business Development
Drive revenue growth across the assigned merchant portfolio by identifying opportunities to increase transaction volumes, product utilization, and overall customer value.
Identify and implement upselling opportunities by introducing merchants to additional products and services that support their business operations and growth.
Promote cross-selling initiatives by recommending relevant payment solutions, digital tools, and value-added services that address merchant needs.
Support merchants in adopting new products and features to improve operational efficiency and enhance their payment experience.
Contribute to the achievement of portfolio revenue, transaction volume, retention, and product adoption targets through effective account management and customer engagement.
3. Customer Relationship Management
Build long-term relationships with merchants through proactive communication, regular follow-ups, and personalized customer support.
Understand merchant business objectives, operational challenges, and growth opportunities to provide appropriate solutions that strengthen customer partnerships.
Serve as the primary point of contact for assigned merchants by responding promptly to inquiries, addressing concerns, and ensuring customer satisfaction.
Act as an advocate for merchants within the organization by communicating customer feedback and ensuring their needs are addressed effectively.
Maintain high levels of customer satisfaction by providing professional, timely, and solution-oriented support throughout the customer journey.
4. Merchant Performance Monitoring
Monitor merchant performance by reviewing transaction volumes, payment activity, product usage, and account health indicators to identify business trends and growth opportunities.
Analyze customer transaction data and usage patterns to identify accounts requiring additional support or intervention.
Identify merchants experiencing declining transaction volumes, reduced product usage, or operational challenges and develop action plans to improve account performance.
Use data-driven insights to recommend strategies that improve merchant engagement, increase transaction activity, and strengthen customer retention.
Continuously evaluate portfolio performance to ensure merchants achieve maximum value from available products and services.
5. Collaboration and Customer Support
Work closely with Sales, Customer Support, Product Development, Operations, Finance, and other internal teams to ensure seamless service delivery and effective issue resolution.
Coordinate with relevant departments to resolve merchant concerns promptly while maintaining clear communication throughout the resolution process.
Support product implementation, onboarding activities, and service enhancements to improve customer experiences and operational efficiency.
Share customer feedback, market insights, and business opportunities with internal stakeholders to support product improvements and business development initiatives.
Contribute to cross-functional projects aimed at improving merchant satisfaction, service quality, and operational excellence.
6. Reporting and Data Management
Maintain complete, accurate, and up-to-date customer records within the Customer Relationship Management (CRM) system to support effective account management.
Record all merchant interactions, account activities, business opportunities, and customer feedback accurately for future reference and reporting purposes.
Prepare regular reports on merchant performance, revenue growth, transaction trends, product adoption, customer engagement, and portfolio health.
Analyze merchant data to identify business opportunities, operational risks, customer behavior patterns, and areas requiring management attention.
Provide management with actionable insights and recommendations that support informed business decisions and portfolio growth.
Qualifications
Applicants should possess the following qualifications:
Bachelor's Degree in Business Administration, Marketing, Commerce, Finance, Economics, or another related field.
A minimum of two (2) years of experience in Account Management, Customer Success, Relationship Management, Business Development, or another similar commercial role.
Experience managing B2B customers, merchant portfolios, corporate accounts, or client relationships.
Experience working within fintech, digital payments, banking, financial services, or technology-enabled organizations will be an added advantage.
Practical experience using Customer Relationship Management (CRM) systems for customer engagement, reporting, and account management.
Ability to analyze customer data, transaction trends, and account performance to support business growth and customer retention.
Skills and Competencies
The successful candidate should demonstrate excellent relationship management skills with the ability to build trust, maintain long-term customer partnerships, and deliver exceptional customer experiences.
Strong communication, presentation, negotiation, and interpersonal skills are essential for engaging merchants, resolving customer concerns, and collaborating with internal stakeholders.
The candidate should possess a strong commercial mindset with the ability to identify business opportunities, increase customer value, and contribute to revenue growth.
Excellent analytical skills are required to interpret merchant data, identify trends, evaluate account performance, and make informed business recommendations.
The successful candidate should demonstrate strong problem-solving abilities and proactively identify solutions that improve customer satisfaction and operational performance.
Good organizational and time management skills are essential for managing multiple merchant accounts, prioritizing responsibilities, and meeting business objectives.
The candidate should demonstrate a high level of ownership, accountability, professionalism, and execution discipline while managing assigned customer portfolios.
Attention to detail is required to ensure accurate reporting, effective account management, and proper maintenance of customer records.
The successful candidate should be customer-focused, proactive, adaptable, and capable of working effectively in a fast-paced, collaborative business environment.
Key Competencies
Merchant Relationship Management
Customer Success and Customer Engagement
Account Management and Portfolio Growth
Revenue Generation and Business Development
Upselling and Cross-selling
Customer Retention and Product Adoption
Commercial Awareness and Business Acumen
Data Analysis and Performance Monitoring
Problem Solving and Decision Making
Communication and Negotiation Skills
Stakeholder Management
Customer Relationship Management (CRM)
Team Collaboration and Cross-functional Coordination
Planning and Organizational Skills
Time Management and Accountability
Attention to Detail and Accuracy
Professionalism and Integrity
Results Orientation and Continuous Improvement