SME Relationship Management
SME Relationship Management
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Job Description
About PressOne Africa
PressOne Africa is the simplest way to get a dedicated phone number for your business. Our business phone system enables teams to share one phone number and centralize all customer calls in one place.
We are on a mission to help businesses improve the quality of sales and customer service conversations ensuring their teams say the right things on every call.
We are in a highgrowth phase and need a strong leader to implement and scale our SME customer relationship strategy. This role is key to ensuring that customers onboard properly realize value quickly and remain longterm users of the platform.
Role Overview
This is not a sales role it is focused on relationship management customer engagement and retention. The ideal candidate has experience leading relationship management teams particularly in financial services telecom or technologydriven environments serving SMEs.
Key Responsibilities
1. Customer Relationship Management & Retention
- Build and execute a structured customer engagement process to foster strong relationships with SME customers.
- Oversee a network of relationship managers who serve as trusted advisors for customers.
- Ensure customers experience continuous value leading to high retention and satisfaction.
- Track and analyze customer health metrics ensuring proactive engagement with atrisk customers.
- Develop tailored strategies to increase Month1 and Month2 retention driving sustainable growth.
2. Customer Success & Support Strategy
- Develop personalized engagement playbooks that ensure customers are wellsupported throughout their journey.
- Collaborate with customer support to identify and resolve recurring customer pain points.
- Maintain a deep understanding of customer needs and proactively provide insights that enhance their experience.
- Ensure every customer receives the right level of guidance at key touchpoints.
3. Team Leadership & Process Optimization
- Recruit train and manage a team of relationship managers focused on customer success.
- Set clear KPIs for engagement product adoption and retention rates.
- Continuously refine processes to improve and scale customer relationship management.
- Drive execution at speed ensuring that relationship managers move with urgency to unlock value for customers.
4. Revenue Expansion
- Identify opportunities for additional value creation within the customer base.
- Implement strategies for expanding customer spend over time through upsells and feature adoption.
- Ensure relationship managers recommend relevant product features based on customer needs.
Key Success Metrics
Your performance will be measured by:
- Customer Engagement Rate percentage of customers actively interacting with relationship managers
- Month1 & Month2 Retention Rate percentage of customers renewing after one month and two months.
- Customer Satisfaction Score Measured via NPS & feedback surveys
- Revenue Expansion Increased customer spend over time through deeper product usage.
Requirements
Qualifications & Experience
- 7 years experience in SME Relationship Management or Customer Success
- Proven experience leading and managing relationship managers working with SMEs.
- Strong customer engagement and retention expertise with a focus on longterm relationship building.
- Excellent process management and execution skills able to implement structured engagement strategies at scale.
- Datadriven mindset ability to track and optimize engagement and retention metrics.
- Deep understanding of how SMEs adopt and use digital financial or communication products.
- Strong leadership skills able to drive execution while motivating a distributed team.
Benefits
Why Join Us
- Opportunity to build and scale a customer engagement function.
- Work with a fastgrowing company solving a real problem for SMEs in Africa.
- Competitive salary performancebased incentives tied to retention metrics.
- A highexecution environment where your impact is felt immediately.
Work Style: Hybrid (2 Office days Per Week)
Compensation: 14M per annum Performance Incentives
If you have a track record of managing SME relationship teams are passionate about customer success and excited about building a distributed team of relationship managers we d love to hear from you.
Employment Type
Full Time
