Account Manager – Client Relations & Growth

About the role

We are looking for an Account Manager to oversee a portfolio of existing clients in the financial services sector. Based in Nyeri, you will act as the primary point of contact, ensuring client satisfaction, retention and growth through proactive relationship management.

Key responsibilities

• Serve as the primary point of contact for assigned client accounts via phone, email, meetings and chat.
• Build and maintain strong relationships with clients and key stakeholders.
• Understand client business needs, operational challenges and account objectives.
• Conduct regular account reviews, follow‑ups and performance check‑ins to ensure satisfaction.
• Maintain accurate client records, communication logs and account documentation within CRM systems.
• Manage client retention strategies and proactively identify potential account risks.
• Coordinate contract renewals, pricing discussions and account amendments.
• Identify upsell and cross‑sell opportunities to support revenue expansion.
• Educate clients on new products, services and solutions relevant to their business.
• Troubleshoot client concerns and coordinate resolutions with Operations, Support, Compliance, Product and Finance teams.
• Handle escalations professionally while ensuring timely communication.
• Prepare account performance reports and client updates as required.
• Track account activities, renewals and growth opportunities within CRM platforms.
• Support internal reporting, documentation and account management processes.

Required profile

• Strong verbal and written communication skills.
• Excellent relationship‑management and customer‑service abilities.
• Effective negotiation and conflict‑resolution capabilities.
• Ability to multitask and manage multiple client accounts in a fast‑paced environment.
• High attention to detail and strong organizational skills.
• Problem‑solving mindset with initiative.
• Collaborative attitude and ability to work across cross‑functional teams.

Required skills

• Proficiency with CRM platforms (e.g., Salesforce, HubSpot).