Senior Account Manager full_time

As a Senior Account Manager (SAM) at pawaPay, you will take full ownership of key client relationships, driving revenue growth, optimising performance, and ensuring long-term partnership success. This role has been created due to business expansion, with the primary focus on managing our largest client, which has historically been overseen by the pawaPay executive team. This client will require the majority of your focus, alongside a portfolio of other strategically important accounts.

You will work closely with the Senior Account Manager to ensure strategic alignment, operational efficiency, and best-in-class service delivery for our clients. Your performance will be measured by client retention, revenue growth, and NPS.

Your main duties will include:

Client Ownership, Relationship Management & Strategic Growth: 

• Take full ownership of our largest client relationship, ensuring their continued success, satisfaction, and growth
• Build and maintain strong, trust-based relationships with key stakeholders and decision-makers within the client’s organisation
• Develop a deep understanding of their business, transaction flows, and commercial objectives to align pawaPay’s solutions accordingly
• Work closely with the Senior Account Manager to ensure a unified approach to account strategy and execution
• Act as a strategic partner and advisor, helping clients navigate challenges and seize growth opportunities
• Proactively identify opportunities for expansion, cross-selling, and upselling additional services
• Strategically manage additional high-value accounts, ensuring smooth operations and account expansion
• Work closely with internal stakeholders (executive leadership, product, compliance, operations etc) to maintain the highest service levels.

Performance & Commercial Success:

• Maintain meticulous records by religiously updating HubSpot, Slack, and other internal systems to ensure seamless information sharing, alignment across teams, and efficient decision-making.Take full accountability for client success metrics (transaction volumes, conversion rates,  revenue contribution)
• Track and analyse client performance data (daily/monthly sales, transaction values, average transaction size) against pawaPay metrics 
• Define and execute commercial strategies and structures that maximise value for both pawaPay and the client
• Collaborate with the Senior Account Manager on revenue forecasts, performance reviews, and account strategy adjustments.

Proactive Problem Solving & Execution:

• Anticipate and mitigate potential challenges, ensuring proactive issue resolution
• Break down complex client problems into structured, actionable solutions, preventing inefficiencies
• Develop with Senior Account Manager playbooks, workflows, and automation to streamline account management processes
• Coordinate with internal teams (treasury, compliance, technical support) to ensure smooth service delivery
• Work closely with the Senior Account Manager to align on key priorities and problem-solving approaches.

 Client Engagement & Communication:

• Conduct quarterly business reviews (QBRs), using data-driven insights to optimise client decision-making
• Engage clients through dynamic dashboards and real-time analytics, reducing reliance on static reporting
• Over-communicate internally and externally, ensuring alignment across teams and stakeholders
• Provide structured feedback loops to product and operational teams, ensuring continuous service and process improvements
• Act as a trusted advisor, ensuring clients rely on pawaPay for both short-term needs and long-term growth strategies
• Handle future pricing negotiations and service agreements, ensuring continued client satisfaction and revenue growth.

Operational Excellence & Discipline:

• Plan and prioritise daily activities based on business impact, ensuring focus on high-value actions
• Be prepared for all internal and external meetings, sending status updates in advance and structuring discussions around key priorities
• Define your role proactively, setting measurable success criteria rather than waiting for direction
• Align growth strategies with execution feasibility, ensuring practical implementation from other team members
• Work alongside the Senior Account Manager to drive process efficiencies and knowledge sharing within the team.

You are a perfect fit if you have:

• 5+ years of experience in strategic account management, relationship management, or payments/fintech partnerships
• Proven ability to build and execute account growth strategies and manage high-value clients
• A strong technical aptitude with the ability to quickly navigate CRM systems, ideally with experience in HubSpot, Slack, Quicksight, ClickUp, and other collaboration and analytics tools
• Experience working in B2B fintech, payments, or SaaS industries is highly desirable
• Strong understanding of mobile money, cross-border payments, and financial ecosystems in Africa is a plus but not a necessity.