RESPONSIBILITIES || Key Account Manager (Doroki) At Paga Nigeria

• Achieve commercial targets – the Key account officer has the ownership of achieving the overall commercial targets set for the territory of coverage. The targets include but are not limited to the active merchant, revenue, recruitment, transaction value, and volume.
• Develop a solid and trusting relationship between major key clients and the company
• Meeting with merchants virtually or during sales visits to demonstrate and present Doroki product offerings.
• Proactively acquire new merchants and deepen existing relationships, by building a healthy pipeline of prospects using approved sales CRM tools.
• Resolving key client issues and complaints.
• Strategic planning to improve client results.
• Negotiating contracts with the client and establishing a timeline of performance
• Expand relationships and bring in new clients.
• Manage merchants’ expectations, adhere to company policies, procedures & controls, and ensure compliance with rules & regulations
• Conduct regular spot checks on merchant activities and share feedback with the team.
• Identify emerging markets and market shifts while being fully aware of new products and competition status.
• Analyze data using available tools/dashboards.
• Understand, utilize, and support the service architecture created for the support of Key Doroki merchants.
• Give timely updates or gather market intelligence on Doroki service efficiency and effectiveness and channel issues and concerns to the appropriate unit
• Pilot new service initiatives for key Doroki merchants and provide feedback for enhancements.
• Work with support teams to ensure that key merchants get adequate support and proper communication to drive satisfaction and usage.
• Identifies Service enhancements/service improvements, document them, and discuss them with the line manager.
• Analyze & monitor key merchant collections and channel trends to be able to make recommendations on business and service enhancements.
• Conduct periodic surveys on merchants for service improvement.
• Use trends to engage proactively, and support key merchant business by introducing new ways to optimize channels.
• Generates and reports daily/ weekly key merchant Performance to the line manager.
• Work with the marketing team and line manager, to ensure proper branding support is delivered to key merchants on time.