About the Role
Commerce in Nigeria is undergoing a massive digital transformation, and Bumpa is at the forefront of empowering sellers to manage their businesses seamlessly. As a Merchant Success Associate (internally known as a Bumpa Expert), you will play a pivotal role in guiding new and existing merchants from subscription to successful launch. You will ensure they maximize the platform to increase online sales, manage inventory, and optimize daily business operations. If you are passionate about problem-solving, relationship management, and driving customer success in a fast-paced tech environment, this role is for you.
Key Responsibilities- Guide new merchants through the onboarding journey to ensure rapid store setup and a successful go-live experience.
- Assist with critical configurations, including inventory uploads, payment gateways, delivery setups, and business workflows.
- Manage a portfolio of assigned merchant accounts, building strong, lasting relationships with business owners.
- Drive merchant adoption, active platform usage, overall engagement, and business growth.
- Identify onboarding blockers and platform challenges early, providing swift and practical solutions.
- Proactively check in with merchants to boost retention, increase order volume, and improve Gross Merchandise Value (GMV).
- Relay valuable merchant feedback and recurring product requests to the Product, Engineering, and Growth teams.
- Maintain accurate records of onboarding milestones, account activities, and performance metrics.
- Meet and exceed targets related to merchant activation, adoption, retention, and business growth.
- Bachelor’s degree in a relevant field from a recognized institution.
- 2 to 3 years of proven experience in customer success, client onboarding, account management, or B2B customer support.
- Prior experience working with SMEs, merchants, e-commerce businesses, or SaaS products is a strong advantage.
- Exceptional verbal and written communication skills with a natural ability to build rapport.
- Comfortable with proactive outreach, including phone calls, emails, and virtual check-ins.
- Strong analytical and problem-solving skills, with the ability to use data to spot growth opportunities.
- Tech-savvy and familiar with productivity tools such as Google Workspace, Slack, CRMs, and helpdesk software.
- Highly organized, adaptable, and eager to thrive in a fast-paced startup environment.
- Competitive salary package with performance-based incentives.
- Opportunity to work with a dynamic, innovative, and fast-growing tech team in Nigeria.
- Continuous professional development and career advancement opportunities.
- Health insurance and other employee wellness benefits.
- A collaborative and inclusive work culture that values your ideas and contributions.