Fincra is a payment infrastructure for fintechs, platforms and global businesses. Fincra provides payments solutions that enables businesses to accept payments securely, make payouts globally and scale your business across borders. Vision: Our vision is to simply create a world, where movement of money is instant, and as easy as sending a text message. Mission: To make it easier for businesses in emerging or frontier markets to transact digitally, at low cost and high speed, seamlessly.
Role Overview
- The Technical Account Manager is responsible for managing all the technical aspects of our company’s relationship with our valued merchants.
- This entails working closely with Engineering, Products and Sales & Partnership teams for merchant retention and growth.
What you will be doing everyday
Client Relationship Management:
- Build and nurture strong relationships with key client stakeholders, understanding their business objectives, and acting as their trusted advisor.
- Regularly engage with clients to assess their needs, provide updates, and identify opportunities for upselling or cross-selling additional products or services.
- Conduct regular account reviews to ensure client satisfaction and identify areas for improvement.
Technical Support and Issue Resolution:
- Serve as the primary point of contact for clients' technical inquiries, troubleshooting, and issue resolution.
- Collaborate with internal technical teams to identify and address client issues promptly and effectively.
- Communicate status updates and resolutions to clients in a clear and timely manner.
Project Implementation and Deployment:
- Work closely with clients to understand their technical requirements and develop implementation plans.
- Coordinate and oversee the implementation process, ensuring successful deployment of fintech solutions.
- Provide guidance and support to clients during the onboarding process, ensuring a smooth transition and optimal utilization of our products and services.
Product Knowledge and Training:
- Develop an in-depth understanding of our fintech solutions, staying updated on product features, enhancements, and industry trends.
- Conduct training sessions and workshops for clients, empowering them to effectively use and maximize the value of our products.
- Provide ongoing support and guidance to clients, addressing their product-related questions and concerns.
Collaborative Engagement:
- Liaise with cross-functional teams, including Sales, Product Development, and Engineering, to align client needs with internal resources and capabilities.
- Collaborate with the Product Development team to gather client feedback, identify enhancement opportunities, and contribute to the product roadmap.
- Participate in internal meetings and contribute to the continuous improvement of internal processes and client engagement strategies.
Qualifications and Skills:
- Bachelor's degree in a relevant field (e.g., Computer Science, Business Administration) or equivalent experience.
- 5+ years experience in a technical account management or customer success role within the fintech industry is highly desirable.
- Strong technical aptitude and ability to understand and effectively communicate complex technical concepts to non-technical stakeholders.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
- Proven track record of managing client relationships, exceeding customer expectations, and driving customer retention.
- Problem-solving mindset, with the ability to analyze and resolve technical issues in a timely manner.
- Self-motivated and proactive, with the ability to work independently and thrive in a fast-paced, dynamic environment.
- Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.
Method of Application
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