The Role
Manage executive relationships with banks and fintechs, ensuring customer success through onboarding and service delivery. Drive account growth and collaborate with cross-functional teams to influence product enhancements and strategic pursuits.
Summary Generated by Built In
Customer Relationship &
Strategic Account Management
- Build and maintain executive-level relationships with
banks, fintechs, payment providers, and strategic enterprise customers.
- Act as the primary post-implementation point of
contact for assigned accounts.
- Develop deep understanding of customer business
models, operational priorities, and growth objectives.
- Conduct regular business reviews, service performance
sessions, and strategic advisory engagements.
- Identify opportunities for account growth,
cross-sell, upsell, and product expansion.
Customer Success & Service
Delivery
- Drive customer onboarding, adoption, and successful
utilization of Qore’s infrastructure solutions.
- Ensure delivery excellence against agreed SLAs, KPIs,
and operational benchmarks.
- Monitor customer health metrics, engagement levels,
and risk indicators proactively.
- Coordinate resolution of customer escalations and
critical service issues with urgency and professionalism.
- Champion customer advocacy internally to influence
product enhancements and service improvements.
Operational Excellence
- Collaborate with technical and operations teams to
optimize implementation and support processes.
- Establish structured customer success playbooks,
reporting frameworks, and governance models.
- Analyze customer data and operational metrics to
identify trends, opportunities, and service gaps.
- Support regulatory, compliance, audit, and
operational risk management initiatives where required.
Commercial & Business
Growth
- Contribute to revenue retention and expansion targets
across the customer portfolio.
- Support contract renewals, commercial negotiations,
and long-term partnership planning.
- Partner with Sales and Product teams to support
strategic pursuits and enterprise solution positioning.
- Drive customer reference programs, case studies, and
advocacy initiatives.
Leadership &
Cross-Functional Collaboration
- Mentor junior customer success and service operations
personnel where applicable.
- Collaborate effectively with Product, Engineering,
Risk, Compliance, Finance, and Executive teams.
- Provide strategic insights to leadership
regarding customer trends, competitive intelligence, and market opportunities
Requirements
- BSc in any discipline from a reputable and accredited higher institution. Relevant professional certifications will be an advantage.
- Minimum of 7–10 years’ experience in Customer Success, Relationship Management, Account Management, Service Delivery, or Operations within Fintech, Banking, Payments, or a SaaS or Enterprise Technology organization
- Demonstrated experience managing enterprise and strategic accounts.
- Strong understanding of Banking-as-a-Service, digital banking infrastructure, payments, APIs, core banking systems, or embedded finance ecosystems.
- Strong financial and analytical acumen, with excellent stakeholder management and executive communication skills.
- Strong understanding of enterprise service operations and customer lifecycle management with experience working across multiple African markets.
- Ability to interpret operational reports, financial metrics, and performance dashboards.
- Familiarity with fintech infrastructure, digital banking operations, and enterprise technology environments.
- Strategic thinker with strong commercial orientation, good negotiation, presentation and problem-solving capabilities.
- Customer-obsessed with exceptional relationship management skills.
- Highly organized with excellent attention to detail; resilience, adaptability and capability of thriving in fast-paced environments.
- Strong leadership presence and ability to influence cross-functional teams with a passion for financial innovation and digital transformation across Africa.
Benefits
Qore provides the rare
opportunity to make history in the financial space for Africa by Africans,
while working with the smartest, brightest & coolest minds in Africa. Our
people & culture team continuously thinks of innovative ways to improve employee
experience and some of the other benefits of working with Qore includes:
- Very Competitive & Rewarding Pay
- Flexible work option (Hybrid)
- Paid Lunch for onsite work
- Lifelong Learnings
Skills Required
- BSc in any discipline from a reputable and accredited higher institution
- Minimum of 7-10 years' experience in Customer Success, Relationship Management, Account Management, Service Delivery, or Operations within Fintech, Banking, Payments, or a SaaS or Enterprise Technology organization
- Demonstrated experience managing enterprise and strategic accounts
- Strong understanding of Banking-as-a-Service, digital banking infrastructure, payments, APIs, core banking systems, or embedded finance ecosystems
- Strong financial and analytical acumen
- Excellent stakeholder management and executive communication skills
- Strong understanding of enterprise service operations and customer lifecycle management
- Ability to interpret operational reports, financial metrics, and performance dashboards
- Familiarity with fintech infrastructure, digital banking operations, and enterprise technology environments
- Strong commercial orientation with negotiation, presentation and problem-solving capabilities
- Exceptional relationship management skills
- Excellent attention to detail; resilience, adaptability and capability to thrive in fast-paced environments
- Strong leadership presence and ability to influence cross-functional teams
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The Company
What We Do
Appzone Group has evolved into Zone, a payment infrastructure company and Africa's leading FinTech disruptor. It provides home-grown software solutions for the financial services industry, focusing on blockchain-enabled payments and digital currencies.
