Account Manager at Smile ID (formerly Smile Identity)

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Account Manager at Smile ID (formerly Smile Identity)

Smile ID provides the best Africa-focused solutions for real-time Digital KYC, Identity Verification, User Onboarding, Document Verification, Liveness Checks, Face Verification, Anti-fraud, Know your Business (KYB), and Identity Data Deduplication across Africa. We are building the tools and software that make it easier for millions of Africans to prove and verify their identity online.The Role


We are looking for an Account Manager to play a pivotal role in nurturing and expanding relationships with strategically important customers, while ensuring that their needs are met and expectations are exceeded.
This role reports directly to the Head of Account Management and offers the opportunity to make a meaningful impact in a rapidly scaling company.
Business English will be the main language for this role, however, French and / or Arabic would be a great benefit to the role holder.


What the role involves

Customer Relationship Management


Build and maintain strong, long-lasting relationships with existing customers, understanding their business needs and goals.
Serve as the primary point of contact for key customer accounts, addressing inquiries, resolving issues, and ensuring client satisfaction.
Build multi-threaded relationships across customer organizations, from technical teams to C-suite executives.
Collaborate with Sales Executives & Technical Support Engineers to drive adoption and facilitate a seamless onboarding experience.


Revenue Growth And Retention


Develop and execute account growth strategies to increase revenue and expand Smile ID’s footprint within existing accounts to maximize Partner Lifetime Value.
Proactively identify upsell and cross-sell opportunities based on customer needs and market trends.
Implement retention strategies to reduce churn, improve Net Revenue Retention and maximize customer lifetime value.


Data-driven Decision Making


Utilize data and metrics to track account performance, identify areas for improvement, and make informed strategic decisions.
Prepare and deliver regular reports to senior management on account management KPIs and achievements.


Communication And Collaboration


Collaborate closely with sales, product, and customer success teams to ensure seamless customer onboarding, technical implementation, and ongoing support.
Serve as the voice of the customer, providing structured feedback to inform product development and operational improvements.
Effectively communicate product updates, new features, and industry trends to customers.


What We’re Looking For


Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
Proven track record of at least 4 years in account management or customer success roles, ideally in B2B SaaS or technology companies.
Experience selling technical products to both technical and business stakeholders.
Exceptional interpersonal, communication, and negotiation skills.
Strong analytical and problem-solving abilities, with a data-driven mindset.
Ability to thrive in a fast-paced, dynamic startup environment.
Background working with African or emerging market customers.
Strong project management and organizational skills, including the ability to work independently and manage multiple priorities in a complex environment.


Benefits And Compensation


Competitive salaries
Stock options
Health insurance or stipend (depending on location)
Time-off, study leave, and paid parental leave
Flexibility (we are a remote-friendly company + there is the opportunity to work from one of 4 global offices)
Cool swag and company off-sites (recent locations: Kenya & Rwanda)
Source: Account Manager at Smile ID (formerly Smile Identity)