Category Manager (Lagos)

About this job

<p class="p1"><strong>Who We Are</strong></p> <p class="p1">Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools.

Key details

• In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer.
• We are on a mission to create financial happiness for everyone, everywhere.</p> <p class="p1"><strong>What We Do</strong></p> <p class="p1">At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry.
• We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.</p> <p class="p1"><em>Curious about what makes Moniepoint an incredible place to work?
• Check out our stories on</em><span class="s1"><em> </em></span><em>how we cultivate a culture of innovation, teamwork, and growth.</em></p> <p class="p1"><strong>About Moniebook</strong></p> <p class="p4">The all-in-one business management software for retail and restaurant businesses.
• We sell, track inventory, manage bookkeeping, and accept payments — all from one platform.
• Offline-first, mobile-ready, and built for how Nigerian businesses actually operate. <em>For more info: https://moniepoint.com/moniebook</em></p> <p class="p5"><strong>Job Title: Category Manager</strong></p> <p class="p5"><strong>Location: Lagos</strong></p> <p class="p5"><strong>Work Mode: Hybrid</strong></p> <p class="p6"><strong>Job Purpose</strong></p> <p class="p6">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.</p> <p class="p6">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.</p> <p class="p6"><strong>Key Responsibilities</strong></p> <ul class="ul1"> <li class="li6"><strong>Customer Relationship Ownership: </strong>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.</li> <li class="li6"><strong>Proactive Customer Engagement & Support: </strong>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.</li> <li class="li6"><strong>Adoption & Value Realization: </strong>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.</li> <li class="li6"><strong>Customer Health Monitoring & Risk Management: </strong>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.</li> <li class="li6"><strong>Quarterly Business Reviews (QBRs): </strong>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.</li> <li class="li6"><strong>Revenue Growth & Expansion: </strong>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.</li> <li class="li6"><strong>Issue Resolution & Escalation Management: </strong>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.</li> <li class="li6"><strong>Customer Advocacy & Voice-of-Customer: </strong>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.</li> <li class="li6"><strong>Renewal Management: </strong>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.</li> <li class="li6"><strong>Continuous Learning & Product Expertise: </strong>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.</li> </ul> <p class="p6"><strong>Qualifications</strong></p> <ul class="ul1"> <li class="li6">At least 3 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)</li> <li class="li6">Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets</li> <li class="li6">Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism</li> <li class="li6">Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure</li> <li class="li6">Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences</li> <li class="li6">Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality</li> <li class="li6">Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies</li> <li class="li6">Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes</li> <li class="li6">Bachelor's degree in Business, T