Product Specialist (Account Manager)

About Mono

Mono builds the infrastructure that lets businesses in Africa access financial data, verify identity and move money. Thousands of businesses, from lenders to fintechs to enterprises, use Mono Connect, Prove, Lookup, DirectPay and Direct Debit to build more innovative financial products.

The role

You will own a portfolio of Mono's key accounts for the whole time they're with us: from signed contract to live, from live to healthy, and from healthy to growing. You make sure customers go live on schedule, get real value from what they use, and expand into more of Mono's products.

You don't write code or build integrations. Our Integrations and Developer Experience team does the hands-on technical work. You need to be technical enough to follow the conversation, understand how customers use our APIs, and spot where another Mono product would solve a problem they have.

What you'll do

Onboarding

• Run onboarding for new key accounts as a project: kickoff, plan, milestones, owners and go-live date
• Coordinate the customer's team with Mono's Integrations, Compliance and Sales teams so go-lives happen on time
• Flag risks early and escalate when a go-live date is at risk

Account management

• Own the relationship with your accounts: decision-makers, champions and day-to-day contacts
• Track usage and account health; act quickly on drops in volume or engagement
• Run monthly or quarterly business reviews covering performance, issues, roadmap and growth
• Bring customer feedback to Product as clear requests with evidence, and close the loop with the customer

Expansion

• Own the expansion pipeline and revenue target for your portfolio
• Find upsell opportunities (more volume, higher tiers, new use cases) and cross-sell opportunities (for example, a Connect customer adding DirectPay, Direct Debit, Disburse, or Prove)
• Build the business case, run the pitch and drive expansion deals to close, negotiating pricing and contracts.
• Lead customer communication for new product launches so customers adopt what's new

What success looks like in 6 months

• Every account you own has a health status, an account plan and a clear next step
• Net revenue retention on your portfolio at or above target
• Expansion deals closed, including one cross-sell into a new product

About you

• 3 to 5 years in account management, customer success, or technical account management in fintech, payments or B2B SaaS, with experience growing accounts.
• A track record of hitting expansion, upsell or retention targets
• You run projects with many moving parts and keep people accountable without being their manager
• You understand APIs, sandbox and live environments, and webhooks at a conceptual level, and you can read API docs
• You write clearly, and you're comfortable in front of Senior execs talking about value and price

Why Mono

• Own and grow relationships with Africa's leading fintechs
• Direct exposure to product decisions and leadership
• Hybrid in Lagos, health insurance, learning budget and competitive pay
• Smart and helpful colleagues invested in your growth