Manager Key Accounts & Customer Support Job KCB Bank

Key Responsibilities

• Support of key merchant accounts: Oversee last-mile support for key merchant accounts and customers across the banks digital product portfolio, with a focus on Digital Financial Services (DFS), ensuring smooth service delivery and timely issue resolution.
• Key account engagement: Develop and maintain strong relationships with key merchant accounts, acting as their primary point of contact for support and escalations ensuring their specific needs such as integration support are met through personalized support and services as to achieve target NPS and CES scores.
• Service management: Oversee the successful delivery and integration of DFS platforms, ensuring usability for branches, subsidiaries, corporate services, bancassurance, and key merchants. Additionally, provide support to branches in assisting their customers, while managing expectations and timelines effectively. 
• Customer support and issue resolution: Act as the escalation point for complex customer, merchant and agent issues, ensuring prompt troubleshooting and resolution to maintain high levels of satisfaction and loyalty in collaboration with the branch network and customer experience.
• Platform Performance Monitoring: Continuously monitor DFS platform performance, ensuring stability, availability, and proactively addressing issues before they affect key accounts and customers.
• Product awareness and training: Work with training managers to design and deliver tailored training programs for both bank stakeholders including customer experience, operations, retail and corporate as well as the key merchant accounts ensuring they are equipped with in-depth product knowledge and operational skills. 
• Ecosystem liaison: Collaborate with the vast ecosystem of branch network, key merchant accounts, and partners to promote and increase adoption of new digital products while enhancing the customer experience.
• Product usability testing: Actively participate in system integration testing (SITs) and user acceptance testing (UATs) for all DFS products and solutions, ensuring alignment with product design and that all customer support requirements are properly identified and addressed.
• Stakeholder management: Work closely with internal teams, third-party vendors, and key merchants to ensure service delivery aligns with business objectives. Keep all stakeholders informed and aligned and ensure support cases are resolved within a 24-hour SLA.
• Market Surveys: Conduct market surveys to assess the performance of digital products with key accounts (KAs) and customers, providing feedback to the product development and growth teams for potential enhancements.

Competencies

• Business Acumen – shapes and executes key account strategies.
• Aligns business strategy with team execution tactics.
• Drives results and ensures efficient resource deployment.
• Fosters a customer-focused culture with strong advocacy.
• Makes swift, effective decisions and executes promptly.
• Tech-savvy with a solid understanding of digital tools.
• Strong leadership skills in motivating and developing teams.
• Ability to collaborate and work well with diverse teams.
• Performs well under pressure and achieves results.
• Communicates effectively with empathy and clarity.

The successful candidate should have the following:

• A Bachelor’s degree from a recognized university.
• At least four  years relevant work experience with specific experience in:
  • digital key accounts management
  • customer relationship and lifecycle management
  • digital platform engagement, retention and churn reduction
  • driving revenue growth and commercial acumen
  • Go-To-Market strategies
  • customer experience management
  • fintech/ digital financial services
  • customer journeys optimization
  • Experience in brand management / product management will be an added advantage

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