Client On-boarder at BitPesa Nigeria

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: Client On-boarder

Location: Lagos, Nigeria

Job Summary

As the Client On-boarder, your responsibility will be two-fold: help with the onboarding of new client accounts and manage your own portfolio of key existing client accounts.
You will deepen/strengthen existing client relationships (client retention) by providing excellent ongoing day to day service and find opportunities to cross-sell and upsell to existing clients.
Account Management is a critical point of contact for our customers who have 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 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.

Responsibilities

Lead with a customer-centric approach by setting high standards for client support, relationship management and customer happiness
Act as an effective liaison between BitPesa and the clients in the Account Portfolio, given you are a daily point of contact for the clients
Support the Sales team by collaborating with internal stakeholders (Compliance, Treasury)
Support and improve the entire customer journey from onboarding to post-trade execution
Flawlessly execute trade requests from existing clients in the Account Portfolio within defined SLAs
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 (cross-sell and upsell)
Adhere to the SOPs and compliance standards set internally
Help identify and fix inefficiencies in current workflows and processes
Display a high level of emotional intelligence and step into a leadership role when required

Activities

Develop and follow quarterly, monthly, and weekly plans with specific, measurable goals.
Collaborate with the Treasury Team to complete clients’ trade requests in a timely manner
Collaborate with the Compliance team to move deals through the “onboarding” stage to “closed” stage, by collecting required documents from clients and ensure account approval is completed in a timely manner
Work with Payments, CS and Product Team to resolve any transaction issues within defined SLAs and providing clients with regular updates
Upsell and cross-sell to existing clients by truly understanding and matching their needs to BitPesa’s evolving product offering
Regularly update the sales pipelines (CRM) with client engagement status.
Ensure all customers are properly registered and compliant by working with Compliance during our annual audit reviews
Create reports to present sales data/trends for the team and management

Requirements

Ambitious and passionate professional with a minimum of 3 years’ experience in a relevant role
Experience managing major client relationships in previous roles
Ability to understand and help promote customer-centric vision at BitPesa.
Persistent and goal-oriented with a mindset to get the job done
Excellent interpersonal, communications ( (written and oral), public speaking, presentation, and listening skills.
Experience in Advanced MS Office, Google Suite Tools and CRM software
Quantitative individual with a love for numbers and data analysis.
Creative problem solver with the ability to work independently with minimal guidance.
Excellent organizational skills and structure ensuring nothing falls through the cracks
You’re persevering and willing to roll up your sleeves to do whatever needs to be done
Passionate about our mission to develop innovative digital payment and treasury management solutions to help businesses scale in frontier markets
Willingness to be based in Lagos