BitPesa is a pan-African platform redefining how businesses make payments to and from sub-Saharan Africa. Focused on using cutting-edge blockchain technology to increase efficiency across markets, BitPesa opens corridors for business payments and trade between Africa and the rest of the world.
We are recruiting to fill the position below:
Job Title: Account Associate
- As the Account Associate, you will be responsible for handling your own portfolio of key client accounts.
- Your role will entail maintaining and strengthening new and existing client relationships by providing excellent ongoing day to day account management and customer service.
- Account Management is a critical point of contact for our customers who have trade requests, 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 help instill a customer-centric culture at BitPesa.
- This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.
- Manage your Account Portfolio with a customer-centric approach by setting high standards for client support, relationship management and customer happiness
- Flawlessly execute trade requests from clients in the Account Portfolio within defined SLAs
- Effectively support the Sales team by collaborating with other key internal stakeholders - Finance/Trading, Customer Support, Compliance and Product
- Support and improve the entire customer journey from onboarding to post-trade execution
- Handle any issues reported by clients in the Account Portfolio and escalate, when necessary
- Proactive outreach to clients to ensure there is client retention, and satisfaction
- Assist in continuously deepening existing client relationships by understanding and matching their needs with BitPesa’s evolving product offering
- Adhere to and follow the SOPs and compliance standards set internally
- Help identify and fix inefficiencies in current workflows and processes
- Act as an effective liaison between BitPesa and the clients in the Account Portfolio, given you are the daily point of contact for the clients
- Display a high level of emotional intelligence and step into a leadership role when required
- Work with Trading to obtain and allocate daily liquidity for clients
- Work with Payments team to confirm payments with strong attention to detail
- Provide payment instruction to the Payments Team or Trading Team to make payments
- Email proof of payment (POP) to customer
- Work with the Payments Team, Support Team, and Tech Team to resolve any transaction issues within defined SLAs
- Keep the client informed of the status of the resolution by providing regular updates
- Ensure all BitPesa customers are properly registered and compliant by working with the Compliance team
- Upsell and cross-sell to clients by truly understanding and matching their needs to BitPesa’s evolving product offering
- Conduct regular research on existing client segments (based on data and customer trends) across all operational regions
- Timely follow up within defined SLAs with clients and internal stakeholders
- Total Volume generated from Existing Clients
- Total Revenue generated through upsells and cross-sells