Key Account Manager

Permanent employee, Full-time · Casablanca

About the role

The Customer Success Lead is a senior, client-facing role responsible for managing a team of Customer Success Managers (CSMs) and ensuring the high satisfaction, growth, and retention of our merchant clients. This role directly impacts our company's profitability by ensuring optimal utilization of our software and payment processing solutions.
This is a great opportunity for a motivated individual to play a pivotal role in the growth and success of our clients, contributing directly to our company's overall success.

You will be responsible for

Leadership & Management: Guide, coach, and manage a team of Customer Success Managers, fostering a high-performing, client-centric culture.
Client Onboarding: Oversee the customer onboarding process, ensuring efficient product setup and service implementation tailored to each merchant's unique business needs.
Customer Relationship Management: Develop and maintain strong relationships with our merchants, understanding their needs and business processes to provide the most suitable solutions.
User Engagement & Processing Promotion: Foster high levels of user activity and increase the usage of our payment processing solutions among clients.
Customer Retention & Growth: Develop strategies to maximize customer lifetime value, encouraging renewals, upsells, and cross-sells.
Problem Resolution: Act as the point of escalation for customer issues, coordinating with internal teams to resolve them in a timely and satisfactory manner.
Client Satisfaction & Feedback: Monitor client satisfaction levels and gather client feedback to drive service improvements.

Your qualifications

Proven experience as a Customer Success Manager or similar customer-facing role.
Proven experience in leading and managing teams.
Familiarity with payment processing services is a plus.
Exceptional communication and relationship management skills.
Strong problem-solving capabilities and resilience in the face of challenges.
Ability to work with cross-functional teams.
High level of empathy and customer-centricity.
Bachelor's degree in Business or related field.

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About us

We are a young and passionate team building the #1 tech platform in Africa dedicated to small and micro merchants. More than 4M merchants, in 15 countries, tested our flagship products (Konnash App, Mahaal App ans Takam App) to manage and grow their business.
We operate in small, autonomous, agile and independent teams. We encourage ownership, innovation and creativity in a supportive environment where sharing best practices is key.

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We are looking forward to hearing from you!

Thank you for your interest in Demo Daten GmbH. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to demodaten@demo.de.