Merchant Success Lead

About Fincra

We believe that Africa is the new frontier of financial opportunity. Our mission is to build the API infrastructure to connect all of Africa to the rest oliqpay f the world. 

Fincra is a cross-border payment infrastructure for financial institutions, fintechs and global businesses to make and receive payments across Africa and the rest of the world. Our platform and APIs help our customers; make payouts to bank accounts and mobile money wallets, instantly settle FX payments at the cheapest exchange rates, receive payments, operate multi-currency wallets.

We are a Techstars '20 alumni building a team of rockstars, builders, and people who are obsessed about making a difference with the quality of their work. Our people are our greatest assets and competitive advantage and we treat them with this understanding.

Role overview

We’re looking for someone who is exhilarated by the task of building our Merchant Success team, tools, and strategies from the ground up. This role will award you the autonomy you need to make an incredible impact at Fincra. As a Merchant Success Lead, you will be responsible for tending to the day-to-day needs of our merchant partners, and for building out and executing merchant training and business reviews. You will own the overall tone of your merchant relationships and will be responsible for assigning accurate views of the health of your customers and forecasting retention and expansion opportunities.  It’s important to remember that you will be the voice of our retail merchants and it’s your responsibility to ensure that their voice is heard every step of the way.


What You’ll Be Expected To Do At Fincra

  • Own merchant relationships to create a mutually beneficial partnership, constantly keeping your eyes open for expansion/growth opportunities

  • Manage our FAQs & Support channel

  • Manage our Support CRM platform and responsible for meeting the set KPIs

  • Ensure existing articles are correct and up to date

  • Create articles/tutorials to go up on Technical Guides

  • Prepare set up to record video versions of tutorials for technical guides

  • Setup category/collection for (technical & non-technical) guides on the support center

  • Publicly distributed and accessible cheat sheet for using Fincra

  • Creation of demos and sample projects with corresponding technical articles in collaboration with support engineers

  • Manage and provide leadership for the support team

  • Serve as a cross-functional leader across the company - to ensure a unified and seamless merchant experience.

  • Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.

  • Swiftly respond to daily service inquiries from customers and manage these relationships with minimal supervision.

  • Develop a strong understanding of customer objectives.

  • Act as a thought leader, recommending areas of improvement, including opportunities for product adoption and the utilization of new platform features.

  • Develop a strong understanding of the business landscape and objectives, aligning these with customer deliverables.

  • Liaise with other departments to fulfill responsibilities, share information, and advocate for customer needs and requests.

  • Triage technical issues with development teams.

  • Elevate the overall customer experience.

 
What We Look For In You

  • Cultural and Value fit

  • Prior experience within a tech/eCommerce space.

  • 5+ years in a Customer Success, Relationship Management, Account Management, or similar role     

  • Great with Excel and data analysis - you have performed business analyses, presented your results as a catalyst for business change/strategic-level decisions

  • A background in customer-facing roles. We’ll want to hear about your experiences managing difficult customer service or success situations and about your impact enabling customer’s success overall.

  • Proven experience in navigating complexity. You will have worked successfully in an environment of constant change, few rules and structures, and rapidly rising expectations.

  • Creativity and execution. You come up with unique ways to solve problems by using a data-informed approach. You’re able to connect the dots and nail down root causes for problems. You don’t easily take no for an answer and are effective in translating strategic directions into action. 

  • Obsessed with problem-solving, and challenges don’t scare you - you appreciate being stretched to think creatively and execute in new areas.

  • Someone who enjoys engaging a wide audience, making everyone feel heard and understood

  • Able to communicate technical concepts to non-technical people

Perks

  • A chance to be an early member of a high-growth startup

  • We pay competitively in the Nigerian market for the matched experience and role

  • Amazing work culture and a company that truly cares about creating the best and most fun place to work

  • We offer health insurance that includes dental, optical & covers major surgeries.

  • Interest-free staff loans upon confirmation

  • We currently work fully remote


Our Values

Our values inform our behavior and the choices we make every day. They mean much more than just words to us (and we have the emojis to prove it).

Click on this link to learn more about our values


Our Culture

Our culture is a reflection of who we are and the organization we’re trying to build. We’re very intentional about our culture and It's a large part of why Fincra is a great place to work.

Click on this link to read more about our culture

How To Apply

Please send an application tailored to the role that speaks to us. Your cover letter should explain how your skills and experiences make you uniquely qualified to excel in this role. We especially look at applications that stand out. We appreciate well-articulated writings, don’t be afraid to TL: DRWe would strive to get back to you to inform you if the position has been filled, after the application deadline. We will also let you know our reasons, on request.