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Technical Account Associate at Fincra

  • Full Time
  • Onsite
  • Permanent
  • Lagos

Website Fincra

Technical Account Associate

About the job
🙂About FincraFincra is a payment infrastructure for fintechs, platforms and global businesses. Fincra provides payments solutions that enables businesses to accept payments securely, make payouts globally and scale your business across borders.Vision: Our vision is to simply create a world, where movement of money is instant, and as easy as sending a text message.Mission: To make it easier for businesses in emerging or frontier markets to transact digitally, at low cost and high speed, seamlessly.

💡Role Overview
Technical Account Associate are the people responsible for managing all the technical aspects of a company’s relationship with its clients. This entails working closely with the business and sales account management team in order to win new business and increase sales.

🚀What you will be doing everyday

Client Relationship Management:

Build and nurture strong relationships with key client stakeholders, understanding their business objectives, and acting as their trusted advisor.
Regularly engage with clients to assess their needs, provide updates, and identify opportunities for upselling or cross-selling additional products or services.
Conduct regular account reviews to ensure client satisfaction and identify areas for improvement.

Technical Support and Issue Resolution:

Serve as the primary point of contact for clients’ technical inquiries, troubleshooting, and issue resolution.
Collaborate with internal technical teams to identify and address client issues promptly and effectively.
Communicate status updates and resolutions to clients in a clear and timely manner.
Project Implementation and Deployment:

Work closely with clients to understand their technical requirements and develop implementation plans.
Coordinate and oversee the implementation process, ensuring successful deployment of fintech solutions.
Provide guidance and support to clients during the onboarding process, ensuring a smooth transition and optimal utilization of our products and services.

Product Knowledge and Training:

Develop an in-depth understanding of our fintech solutions, staying updated on product features, enhancements, and industry trends.
Conduct training sessions and workshops for clients, empowering them to effectively use and maximize the value of our products.
Provide ongoing support and guidance to clients, addressing their product-related questions and concerns.
Collaborative Engagement:

Liaise with cross-functional teams, including Sales, Product Development, and Engineering, to align client needs with internal resources and capabilities.
Collaborate with the Product Development team to gather client feedback, identify enhancement opportunities, and contribute to the product roadmap.
Participate in internal meetings and contribute to the continuous improvement of internal processes and client engagement strategies.

Qualifications and Skills:

Bachelor’s degree in a relevant field (e.g., Computer Science, Business Administration) or equivalent experience.
5+ years experience in a technical account management or customer success role within the fintech industry is highly desirable.
Strong technical aptitude and ability to understand and effectively communicate complex technical concepts to non-technical stakeholders.
Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
Proven track record of managing client relationships, exceeding customer expectations, and driving customer retention.
Problem-solving mindset, with the ability to analyze and resolve technical issues in a timely manner.
Self-motivated and proactive, with the ability to work independently and thrive in a fast-paced, dynamic environment.
Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.

⚓️🥇Cultural competencies (Company culture that we don’t negotiate with)
Ownership, We are a team of individuals who are the CEO of their roles, and are able to consistently make excellent decisions independently, even in the face of ambiguity or uncertainty. Our people have the creative freedom to design solutions to problems and the responsibility to execute the right results, expecting the same of your teammates. The company strives to provide overall direction and expectations for each team and role, however, we value people who are able to lead and drive initiatives on their own, in line with the direction.

Excellence, For us to achieve our very lofty goals as a company, we need to be able to produce best-in-class results, even in the minutest of tasks. We are first principle thinkers and we focus on solving problems from the root cause and not just the symptoms of the problem.
People Skills, Our people are our greatest asset. They make up the company, the culture and their behaviour reflect what our values are. We immensely care about our people and we always make our best effort to see that our people love spending time with each other.

Communication, We are a people that take feedback seriously and we don’t shy away from even the hard stuff.

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Technical Account Associate at Fincra
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