About the Role
Appzone Limited, a pioneer in innovative banking and payment automation infrastructure in Africa, is looking for a dedicated Relationship Manager to join our growing team in Nigeria. In this role, you will be the vital bridge between our clients and internal technical teams, ensuring seamless operations for microfinance banks and retail financial institutions utilizing our flagship BankOne platform.
Key Responsibilities- Serve as the primary point of contact for all customer operational inquiries, service requests, and issue resolution.
- Log, categorise, prioritise, and track support cases efficiently on the service desk platform with meticulous detail and correct routing.
- Maintain proactive, transparent communication with clients throughout the resolution lifecycle, providing timely status updates and expected timelines.
- Coordinate closely with Product Support and Engineering teams to investigate and resolve complex technical issues.
- Maintain accurate and up-to-date client records, including contact information, product subscriptions, and interaction history.
- Surface client sentiment, recurring pain points, and operational insights to the Customer Success Management team to support strategic engagement.
- Flag systemic issues to the Relationship Management Team Lead for comprehensive root cause analysis and escalation.
- Bachelor's degree in Accounting, Accountancy, or a similar numerate discipline preferred.
- Minimum of 2 years of professional experience in B2B Relationship Management, Customer Support, Success, Operations, or Technical Support roles.
- Strong problem-solving abilities and exceptional communication skills, with familiarity in ITIL-aligned service processes.
- Proven ability to handle high-pressure situations and manage multiple client accounts concurrently.
- Proficiency in using modern service desk and ticketing platforms such as Freshdesk, Zoho Desk, or similar software.
- Competitive salary package within the Nigerian fintech industry.
- Opportunities for professional growth and continuous learning in financial technology.
- Dynamic, collaborative, and innovative work environment impacting the African banking sector.