Senior Technical Account Manager

JOB PURPOSE:

Serve as the primary bridge between Modupay and its enterprise clients, ensuring seamless integration, high system availability and optimal utilization of Modupay's products.

Responsible for driving client satisfaction by providing support, managing complex post-sales implementations and proactively identifying opportunities to enhance the client's experience with our platform ensuring customer satisfaction and driver product adaptation.

KEY ACCOUNTABILITIES:

Client Relationship Management:

- Build and maintain strong relationships with clients to understand their business needs and requirements to ensure long-term retention & growth.

- Serve as the primary bridge between Modupay and its enterprise clients, ensuring seamless communication and alignment on expectations.

Lead communication during service disruptions or incidents, providing clients with timely updates, root cause analyses (RCAs), and preventative measures to maintain trust

Support and Guidance:

- Assist clients with the implementation of products and services, ensuring they meet their operational goals.

- Provide assistance and escalate issues as needed to internal teams to resolve challenges efficiently.

Training and Onboarding:

- Conduct training sessions for clients on product features and best practices to optimize usage.

- Guide clients through the integration process to ensure a smooth go-live

- Create and maintain documentation, training materials and resources for clients.

Product Feedback and Improvement:

- Gather client feedback on platform features and pain points, translating these into actionable insights for the Product and Engineering teams to drive continuous improvement

Performance Monitoring:

- Monitor product performance and usage analytics to identify opportunities for optimization and expansion.

- Regularly review project statuses, performance metrics, and user experiences with clients.

Cross-Functional Collaboration:

- Work closely with sales, marketing, and engineering teams to ensure alignment and support client needs.

- Participate in client advocacy efforts and represent client interests within the organization.

KNOWLEDGE, SKILLS & COMPETENCIES:

-Education: Bachelor's degree in accounting, Business. Computer Science, Information Technology

-Competencies Troubleshooting: Strong ability to diagnose errors

-Client-Centric Mindset: Empathy to handle client concerns while maintaining a high level of service.

-Communication: Translate complex concepts into simple language for stakeholders.

-Agility: Comfortable working in a fast-paced, evolving fintech landscape.

-Language Skills: Professional English working proficiency (verbal and written)

-Years of Experience: 3–5 years of experience in a client-facing role such as Technical Account Manager preferably within fintech, payments, or banking