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Technical Account Manager

3 months ago

Lagos, Lagos, Nigeria Fincra Full time

Role Overview

  • The Technical Account Manager is responsible for managing all the technical aspects of our company's relationship with our valued merchants.
  • This entails working closely with Engineering, Products and Sales & Partnership teams for merchant retention and growth.

What you will be doing everyday

Client Relationship Management:

  • Build and nurture strong relationships with key client stakeholders, understanding their business objectives, and acting as their trusted advisor.
  • Regularly engage with clients to assess their needs, provide updates, and identify opportunities for upselling or cross-selling additional products or services.
  • Conduct regular account reviews to ensure client satisfaction and identify areas for improvement.

Technical Support and Issue Resolution:

  • Serve as the primary point of contact for clients' technical inquiries, troubleshooting, and issue resolution.
  • Collaborate with internal technical teams to identify and address client issues promptly and effectively.
  • Communicate status updates and resolutions to clients in a clear and timely manner.

Project Implementation and Deployment:

  • Work closely with clients to understand their technical requirements and develop implementation plans.
  • Coordinate and oversee the implementation process, ensuring successful deployment of fintech solutions.
  • Provide guidance and support to clients during the onboarding process, ensuring a smooth transition and optimal utilization of our products and services.

Product Knowledge and Training:

  • Develop an in-depth understanding of our fintech solutions, staying updated on product features, enhancements, and industry trends.
  • Conduct training sessions and workshops for clients, empowering them to effectively use and maximize the value of our products.
  • Provide ongoing support and guidance to clients, addressing their product-related questions and concerns.

Collaborative Engagement:

  • Liaise with cross-functional teams, including Sales, Product Development, and Engineering, to align client needs with internal resources and capabilities.
  • Collaborate with the Product Development team to gather client feedback, identify enhancement opportunities, and contribute to the product roadmap.
  • Participate in internal meetings and contribute to the continuous improvement of internal processes and client engagement strategies.

Qualifications and Skills:

  • Bachelor's degree in a relevant field e.g., Computer Science, Business Administration or equivalent experience.
  • 5+ years experience in a technical account management or customer success role within the fintech industry is highly desirable.
  • Strong technical aptitude and ability to understand and effectively communicate complex technical concepts to non-technical stakeholders.
  • Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
  • Proven track record of managing client relationships, exceeding customer expectations, and driving customer retention.
  • Problem-solving mindset, with the ability to analyze and resolve technical issues in a timely manner.
  • Self-motivated and proactive, with the ability to work independently and thrive in a fast-paced, dynamic environment.
  • Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.