Account Manager

Job Summary

Commerce is becoming ever more digital, the way we sell, buy and exchange value is changing faster than ever. Buyers want more convenient ways to buy, pay for products/services, and engage businesses while Sellers want more control over how they sell, manage their business, engage their customers and collect customer data. Bumpa is redefining commerce in Africa by building the infrastructure that is powering digital commerce on the continent for small business owners (SBOs). Our Merchant Success team acts as strategic advisors for all Bumpa elite merchants. As an Account Manager, you are much more than a traditional Account Manager. It is important that you are passionate about our merchants' success and that you can leverage your role to help our high-growth, high-volume merchants succeed. If you join us, expect to make business decisions, onboard new merchants, build relationships with new and existing merchants and expand accounts. You will be responsible for delivering an extraordinary client experience for our new and existing merchants. Your efforts will ensure that customers subscribe, adopt, embrace and expand the use of our app. We’re looking for self-motivated, hard-working individuals with a track record in Customer success/Account management roles in the B2B/SaaS space. We offer an exciting role in a fast-paced and fun SaaS company! At Bumpa, we want our customers to brag about the genuine care, timely response, and overwhelming love they enjoy in addition to our dope app. Also, we’d like the excellent service we deliver to our customers to be one of Bumpa’s major selling points (like Zappos and Amazon), so our Merchant Success needs to have this same drive.

Job Details

• Manage and track assigned paying mechant growth.
• Be a trusted advisor for assigned merchants, know their business and competitive landscape and champion how Bumpa can help their business succeed.
• Collaborate internally with a team of Merchant success managers to drive engagement and retention across our entire merchant base.
• Nurture and engage assigned merchants through proactive outreach and other tactics, such as hosting webinars and creating email campaigns
• Managing merchant escalations from our Support and Community engagement teams to deliver best practice solutions and guidance and walking customers through problem-solving processes.
• Managing the overall Merchant relationship by:
  • Coaching merchants to grow their business by partnering with them on goal development and providing tailored recommendations to achieve those goals
  • Identifying areas for improvement, including opportunities for product adoption and driving the implementation of  Bumpa new features.
  • Collaborating with internal Bumpa teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience
  • Being our merchant's internal advocate via escalating their needs and requests to product teams and ensuring their feedback is actioned.
  • Ensuring quality data and information on our merchants is up to date in our CRM: Forecast and track key account metrics (e.g. total weekly merchant revenue, subscription status, number of orders, etc).
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Preparing reports on account status
• Any other task or project assigned by your Line Manager

Requirements

• Bachelor's degree in any related field
• Strong technical knowledge
• Critical thinking and organization skills
• 2-3 year of experience in Customer Success/account management role
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• A desire to work closely with customers in sometimes tough situations
• Strong interpersonal and communication skills (both verbal and written). You're able to explain concepts clearly and concisely
• Experience using Freshdesk, CRM tool, Slack, and Google Suite would be an advantage.
• Excited to pursue revenue retention and customer health targets that will fuel Bumpa’s growth.
• Able to build client relationships quickly Experience with process design and improvement
• Interested in building a career with a growth-oriented company

Benefits

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture.
• Diverse, smart, and talented co-workers.
• Collaborative, fun work environment where laughing and learning go together.
• Growth opportunity to same and other roles

About Company

Bumpa

https://getbumpa.seamlesshiring.com

Bumpa is redefining commerce in Africa by building the infrastructure that is powering digitalcommerce on the continent for small business owners (SBOs).