Category Manager (Hybrid) Port Harcourt

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale. We are  recruiting to fill the position below:

 Job Title: Category  Manager

Location: Port Harcourt, Rivers (Hybrid) Job Purpose

The Category Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding. This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners. Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness. Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.

Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success. Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions. Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness. Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn. Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period. Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value. Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout. Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy. Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered. Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact.

Bachelor's Degree in Business, Technology, Communication, or related field (or equivalent work experience) 3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred) Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality Data-driven mindset, comfortable analysing  customer usage data, identifying trends, and translating insights into actionable strategies Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes Must reside in Port Harcourt.

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