Account Manager

21 hours ago

Nairobi, Nairobi Area, Kenya ShipShap Full time 900,000 - 1,200,000 per year

About ShipShap Kenya

ShipShap Kenya is a fast-growing logistics and delivery technology company on a mission to make e-commerce and last-mile delivery seamless, affordable, and reliable across Kenya. We use smart logistics systems and dedicated service to empower merchants, businesses, and individuals to move goods more efficiently.

Role Summary

We are seeking Enterprise Account Managers to manage and grow our most valuable clients. The role requires a balance of relationship management, operational oversight, and commercial growth. As an Enterprise Account Manager, you will work directly with large, high-value merchants that are critical to our business success. You will be responsible for nurturing long-term partnerships, ensuring exceptional service delivery, and driving deeper adoption of our solutions within these accounts. This includes aligning with client leadership teams, anticipating strategic needs, and proactively identifying opportunities to expand volumes, introduce new products, and maximize revenue impact. You will play a key role in safeguarding client satisfaction, retention, and growth.

Key Responsibilities

  • Primary Client Ownership: Serve as the main point of contact for assigned enterprise merchants, ensuring their needs are addressed with speed and professionalism.
  • Operational Excellence: Oversee the smooth delivery of contracted services across logistics and payments, ensuring service-level agreements (SLAs) are consistently met.
  • Strategic Account Planning: Develop and execute detailed account plans to strengthen partnerships, safeguard client satisfaction, and deliver measurable business outcomes.
  • Revenue Growth: Identify and pursue opportunities to increase shipping volumes, expand adoption of ShipShap products (e.g., WhatsApp Bot, Subscriptions), and drive upsell/cross-sell initiatives within existing accounts.
  • Client Relationship Management: Build and maintain strategic, long-term relationships with key stakeholders and decision-makers across client organizations.
  • Escalation Management: Resolve day-to-day client issues promptly, while anticipating and addressing risks before they escalate.
  • Internal Collaboration: Work closely with sales, operations, and product teams to deliver tailored solutions and ensure client success.
  • Client Advocacy: Represent the voice of the client internally, providing feedback to improve service delivery and inform product development.

Requirements

  • 3–5 years in account management, enterprise sales, or customer success.
  • Experience with large-scale B2B accounts in logistics, tech, or FMCG.
  • Strong communication and relationship-building skills.
  • Comfortable managing multiple stakeholders and complex engagements.

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