Job Detail

Experience 2 Years Industry Financial Services Qualification University/College Degree

Job Description

Position: Account Manager

Location: Nyeri

As an Account Manager, you will be responsible for managing and maintaining relationships with existing clients while ensuring high levels of customer satisfaction, account retention, renewals, and business growth. You will serve as the primary point of contact for assigned accounts, supporting client needs, resolving issues, coordinating with internal teams, and identifying opportunities for account expansion.

The ideal candidate should possess strong communication, relationship management, negotiation, and problem-solving skills, with the ability to manage multiple client accounts in a fast-paced and dynamic environment.

Key Responsibilities

Account Management & Client Communication

Serve as the primary point of contact for assigned client accounts through phone, email, meetings, and chat communication Build and maintain strong relationships with clients and key stakeholders Understand client business needs, operational challenges, and account objectives Conduct regular account reviews, follow-ups, and performance check-ins to ensure customer satisfaction Maintain accurate client records, communication logs, and account documentation within CRM systems

Retention, Renewals & Account Growth

Manage client retention strategies and proactively identify potential account risks Coordinate contract renewals, pricing discussions, and account amendments Work closely with internal departments to ensure timely execution of renewals and agreements Identify upsell and cross-sell opportunities to support account growth and revenue expansion Educate clients on new products, services, and solutions relevant to their business needs

Issue Resolution & Escalation Management

Troubleshoot client concerns and coordinate resolutions with internal teams including Operations, Support, Compliance, Product, and Finance Manage escalations professionally while ensuring timely communication and follow-up with clients Monitor recurring client issues and provide feedback to improve processes and customer experience Ensure all customer requests and concerns are resolved efficiently and professionally

Reporting & Administrative Support

Prepare account performance reports and client updates as required Track account activities, renewals, and growth opportunities within CRM platforms Support internal reporting, documentation, and account management processes Ensure all account information remains accurate, organized, and up to date

Key Competencies & Skills

Strong verbal and written communication skills Excellent relationship management and customer service skills Strong negotiation and conflict-resolution abilities Ability to multitask and manage multiple client accounts effectively Strong attention to detail and organizational skills Problem-solving mindset with the ability to take initiative Ability to work collaboratively in cross-functional teams Professionalism and accountability in handling client relationships Strong time management and ability to meet deadlines

Preferred Qualifications & Experience

Bachelor’s degree in business administration, Marketing, Communications, or a related field 2+ years of experience in Account Management, Customer Success, Client Relations, or similar client-facing roles Experience managing renewals, retention, and customer relationship processes preferred Familiarity with CRM systems such as Salesforce or similar platforms Experience working in fintech, payments, retail operations, crypto, or regulated industries is an added advantage Experience collaborating with Legal, Finance, Compliance, and Product teams preferred Strong English communication skills required; additional language skills are an advantage Experience supporting international clients or accounts is preferred

Show more

Show less