Technical Account Manager
Angaza, Kenya

About AngazaAngaza enables businesses to sell life-changing products, on credit, to low-income, unbanked consumers in emerging markets. Our technology uses an IoT network of connected devices, mobile payments, and machine learning to accelerate the adoption of solar energy systems, smartphones, and appliances.
We are reinventing consumer credit by making it available to the 2 billion people across the globe who are unbanked or left out of formal credit/savings ecosystems. With Angaza, consumers have the flexibility to buy now and pay later, with full pricing transparency. And, merchants can increase their sales and revenue by over 8x by offering life-changing products on credit.
Angaza’s inclusive finance platform is already used by businesses in 50+ countries across Sub-Saharan Africa, Latin America, and Asia to improve the daily lives of over 20 million people.

This PositionIn this challenging and diverse role, you will function as a customer-facing product expert for our Nairobi-based Customer Experience organization. You will lead high-quality technical engagements with key customers to ensure we deeply understand their product needs. Your time will largely be split between working with both Support and Success to improve processes, lead projects, and continue our efforts to meet the growing needs of our customer base.
Success in this position requires technical knowledge and experience, extremely strong communication and organizational skills, and an eagerness to find new and better ways to get things done. This role reports directly to our VP of Customer Experience (VPCX) and is based in Nairobi, Kenya.Success / Product

• Actively engage with a small set of customers in coordination with their Customer Success Manager to provide guidance regarding product and the customer’s unique needs.
• Become fully conversant in the the existing tech stack of assigned accounts.
• Work with customers that are integrating our solution data into their workflows via API.
• Be part of regular operational and business review meetings with key customers to discuss any technical concerns and provide updates on product feature requests.
• Manage feature requests for key customers and assigned accounts.

Support

• 1-2 hours per day handling tickets and participate in an off-hours pager rotation; this may scale up or down depending on team requirements.
• Cover Customer Support as needed for sick days, vacation, leave, etc.

Sales

• This position may be requested to provide Sales-Engineer assistance on an as-needed basis.

Qualifications

• Bachelor’s degree in a Technical field.
• Previous startup experience.
• 3-5 years of experience working on technical issues including APIs and integrations
• Ability to reproduce bugs in various environments (web, mobile, etc.).
• A basic understanding of how modern web development worksFrench speaking is a plus.
• Familiarity with any of the following tools is a plus: Zendesk, Postman, Zapier, GitHub.
• Familiarity with SQL is a big plus.

Qualities

• Engage quickly.
• Provide quick and effective resolutions.
• Have good non-technical skills (organization, presentation, communication).
• Excellent written communication skills.
• Able to balance the needs of the customers and the business objectives of Angaza.
• Proficient at seeing things from different angles (pros and cons, weaknesses and strengths).

Next StepsSend us your contact details and resume using the form linked. Feel free to attach any extra information you think we should know. We look at every single person. We’ll get back to you shortly.
Other DetailsAngaza is a for-profit company with headquarters in Nairobi and San Francisco.
Employees receive salary and competitive benefits that include: - company-sponsored private medical plan - pension plan with company contribution - quarterly professional development allocation - team amp; mission you can believe in
Our Commitment to DEIAt Angaza, we evaluate all candidates on the basis of their ability to meet stated job requirements. We do not discriminate against candidates on the basis of sex, gender, marital status, religion, nationality, or other personal characteristics. In keeping with our commitment to supporting a safe and inclusive workplace,we strongly encourage candidates from traditionally underrepresented backgrounds to apply.