Assistant Account Manager Job Pesapal, Nairobi, Kenya

Job Summary

• We are looking for a results-oriented and customer-focused Assistant Account Manager to drive merchant retention, satisfaction, product adoption, and revenue growth across an assigned portfolio. The successful candidate will build strong merchant growth through proactive engagement, structured account planning, and data-driven decision-making. They will identify growth opportunities, support increased product usage, resolve customer challenges, and collaborate with internal teams to deliver exceptional merchant experiences and maximise customer value.
• This opportunity is ideal for a commercially driven individual with strong relationship management skills, a passion for customer success, and the ability to turn insights into measurable business outcomes.

What Success Looks Like at Pesapal:

• Solve for our customer: Understand merchant needs, proactively address challenges, and provide solutions that support business growth and long-term partnerships.
• Deliver Exceptional Results: Achieve portfolio revenue, TPV, retention, and product adoption targets through disciplined account management and execution.
• Together we do great Work: Collaborate with internal teams to deliver seamless merchant experiences, share insights, and drive collective success.
• Own our Outcomes: Take ownership of merchant portfolio performance by maintaining strong relationships, accurate reporting, proactive risk management, and consistent execution.

Key Responsibilities:

• Manage an assigned portfolio of merchants, driving revenue growth, retention, and product adoption.
• Build and maintain strong, trusted relationships with merchants through structured engagement and proactive account management.
• Develop and execute account plans aligned to merchant growth, engagement, retention, and usage objectives.
• Identify and execute upselling and cross-selling opportunities to increase merchant value.
• Monitor merchant performance, transaction trends, product usage, and account health indicators to identify risks and opportunities.
• Conduct regular merchant engagement sessions to drive product adoption and value realisation.
• Proactively manage accounts experiencing declining usage, transaction drops, or service challenges.
• Act as the merchant advocate internally, ensuring timely resolution of customer needs and feedback.
• Collaborate with Sales, Support, Product, Operations, and Finance teams to ensure seamless service delivery.
• Maintain accurate CRM records of merchant interactions, opportunities, and account activities.
• Prepare and share regular reports on merchant performance, revenue trends, engagement levels, and portfolio health.
• Identify actionable insights from merchant data to support decision-making and portfolio growth.

Education/Experience Needed:

• Bachelor’s degree in business or a related field.
• Minimum 2 years’ experience in Account Management, Customer Success, Relationship Management or a similar commercial role.
• Proven experience managing B2B customers, merchant portfolios, or client relationships.
• Experience in fintech, digital payments, banking, or technology-enabled businesses is an added advantage.
• Experience using CRM systems for customer tracking, account management, and reporting.
• Ability to interpret customer and transaction data to identify trends, risks, and growth opportunities.

Skills & Competencies Needed:

• Strong relationship management and customer engagement skills.
• Commercial mindset with ability to identify and drive growth opportunities.
• Strong communication, negotiation, and stakeholder management skills.
• Analytical ability to interpret data and make informed decisions.
• Strong ownership, accountability, and execution discipline.
• Excellent organisation, problem-solving, and attention to detail.

How to Apply

Click here to apply