Customer Success Manager - French Speaking

Ezra overview

Ezra provides B2B digital lending solutions for emerging markets in partnership with mobile and digital wallet operators and financial service providers. Ezra supports 24 operations in 23 countries, across Africa, the Middle East and Asia. Our key office locations are in Nairobi, Kenya and Dubai, UAE.

Our flagship products are Advance Credit Service (ACS), Nano and BNPL.

ACS is an airtime or data advance offered to prepaid mobile subscribers at the point of low credit.

Nano is a micro cash advance offered to mobile wallet users on demand.

BNPL facilitates payment installments for products and services

As a FinTech company, our business is entirely technology and data driven, from determining subscriber eligibility, generating relevant offers, managing risk, loan issuance, recovery, optimizing performance and reporting, reconciliation and billing.

Each day we process approximately 21M loan requests and 1.4 TB of data across our markets. This process needs to be robust, reliable and secure.

But it doesn’t end there. We’re exploring new ways of using our platform and transactional data to improve our products and develop new product opportunities.

Context of the role

As Customer Success Manager you will be responsible for forming deep relationships with your key accounts, being their trusted advisor to our products and services. Using this relationship you will provide a world class customer experience for your accounts, driving revenue growth through cross and up-sell opportunities,

Reporting to the Head of Customer Success Manager, this role will be based in Cameroon and will oversee the servicing of Ezra’ partners base in the Francophone West Africa Region. The ideal candidate should be independent, possess a high level of initiative and handle concerns/issues received from partners seriously in order to build trust and win additional corridors through effective account management. This role requires a strategic thinker with excellent project management skills with the ability to lead and manage time-sensitive, cross-functional initiatives in a fast-paced, highly entrepreneurial environment with little supervision

Key responsibilities

Develop account plans and strategies and execute on them to retain and increase revenue and market share within your accounts

Continually drive revenue within accounts through cross and up sell opportunities

Be an advocate for their business, help the company to understand their demands/needs

Monitor the market and competitor activities

Work closely with multiple internal functions (e.g. product, sales, compliance, solution delivery and operations) to improve our product and service

Ensure excellent communication and internal coordination to roll-out new services taking into factors of market specificity (regulation, competition etc.),

Full ownership of customer requests and exploring new opportunities to add value

Regular reporting on sales activities, opportunities, threats, project progress etc

Drive solutions-orientated efforts that address the customer situation

Be a trusted partner to your key accounts, ensuring account retention, contractual health, well-being and maximum satisfaction of clients

What we are looking for

~10 years’ experience with exposure to FinTech/Payments domains

Proven track record in successful account management, building accounts and increasing revenues

Bi-lingual; English and local languages

Driven, flexible, self-motivated, go-getter, able to accept change and with the ability to work at pace in a rapidly growing and changing environment

Results-oriented with great skills in communication, organization and negotiation

Multi-tasking and coordination

Excellent presentation skills

Ability to converse with stakeholders of all levels, from C-level to business operations

Effective influencing, persuasive and negotiation skills

Approximate travel frequency of 50%

Sound like you? Apply now!