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. 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 AZA. This is an exciting opportunity to help take Africa’s leading digital FX company to the next level.
This role is open to candidates in Dakar,Senegal and Nairobi, Kenya.
Responsibilities
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 AZA’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 AZA 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
Activities
Trade Execution
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
Issue Resolution
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
Compliance
Ensure all AZA 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 AZA’s evolving product offering
Conduct regular research on existing client segments (based on data and customer trends) across all operational regions
Sales
Upsell and cross-sell to clients by truly understanding and matching their needs to AZA’s evolving product offering
Conduct regular research on existing client segments (based on data and customer trends) across all operational regions
KPIs
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
Requirements
Young professional who is ambitious and eager to learn
Ability to understand and help promote the customer-centric vision at AZA
Quantitative individual with a love for numbers and data analysis
Excellent interpersonal, communications, public speaking, presentation, and listening skills
Creative problem solver and sound decision-maker with the ability to work independently with minimal guidance
An excellent team player, working towards collective team and company goals
Excellent organizational skills with the ability to prioritize and multitask, when required
Advanced Microsoft Office and Google Suite Tools skills along with the willingness and ability to become familiar with Company-specific sales tools/software
Passionate about our mission to redefine how businesses make payments to, from and within Africa
Benefits
Competitive salary
Casual work environment
Great work-life balance
We value autonomy
Environmental-friendly (we try to use as less paper as possible!)
Opportunity for growth for all our employees
…and more!
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Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 18 months
Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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