Account Manager - Nairobi

Job summary

We are seeking Enterprise Account Managers to manage and grow our most valuable clients. The role requires a balance of relationship management, operational oversight, and commercial growth.

Responsibilities

• Primary Client Ownership: Serve as the main point of contact for assigned enterprise merchants, ensuring their needs are addressed with speed and professionalism.
• Operational Excellence: Oversee the smooth delivery of contracted services across logistics and payments, ensuring service-level agreements (SLAs) are consistently met.
• Strategic Account Planning: Develop and execute detailed account plans to strengthen partnerships, safeguard client satisfaction, and deliver measurable business outcomes.
• Revenue Growth: Identify and pursue opportunities to increase shipping volumes, expand adoption of ShipShap products (e.g., WhatsApp Bot, Subscriptions), and drive upsell/cross-sell initiatives within existing accounts.
• Client Relationship Management: Build and maintain strategic, long-term relationships with key stakeholders and decision-makers across client organizations.
• Escalation Management: Resolve day-to-day client issues promptly, while anticipating and addressing risks before they escalate.
• Internal Collaboration: Work closely with sales, operations, and product teams to deliver tailored solutions and ensure client success.
• Client Advocacy: Represent the voice of the client internally, providing feedback to improve service delivery and inform product development.

Qualifications

• 3–5 years in account management, enterprise sales, or customer success.
• Experience with large-scale B2B accounts in logistics, tech, or FMCG.
• Strong communication and relationship-building skills.
• Comfortable managing multiple stakeholders and complex engagements.

Job description