Appzone Limited: Pioneering Financial Technology in Emerging Markets

Appzone Limited is at the forefront of revolutionizing financial services accessibility across emerging markets. With a steadfast belief in Africa's potential to foster world-class IT software, Appzone has dedicated itself to enhancing critical sectors of the budding economy. From its origins in developing bespoke e-Banking and payment software for leading Nigerian commercial banks, Appzone quickly amassed a formidable portfolio of e-payment products and intellectual property. Recognizing a significant gap in IT infrastructure for smaller financial institutions, the company embarked on an ambitious project to create an affordable, yet sophisticated, core banking platform for Microfinance Banks (MFBs) and other retail financial entities. This culminated in BankOne, a shared and fully managed Banking and payment automation IT infrastructure that empowers modern retail banks.

Established in 2006 as Price and Networks Limited, and commencing full operations in 2008, Appzone's mission is clear: to build a world-class organization that is the definitive provider of IT software for the financial services industry. Driven by a team of dynamic co-founders with extensive technical, administrative, and entrepreneurial expertise, Appzone is committed to transforming the financial services landscape across Africa and global emerging markets, thereby creating immense value and fostering economic growth.

The Opportunity: Relationship Manager

Appzone is seeking a dedicated and proactive Relationship Manager to join our vibrant team. In this pivotal role, you will be the primary liaison between Appzone and its valued customers, ensuring seamless operational experiences and fostering strong, lasting relationships. This position is ideal for an individual who thrives in a fast-paced environment, possesses exceptional problem-solving abilities, and is committed to delivering outstanding customer service within the FinTech sector.

Key Responsibilities: What You'll Do

First Point of Contact: Serve as the initial touchpoint for all customer operational issues and requests, providing immediate and effective support.
Case Management Expert: Accurately log, categorize, prioritize, and diligently track customer cases using our service desk platform, ensuring every detail is captured for efficient resolution.
Clear Communication: Maintain impeccable escalation and closure notes for every ticket, guaranteeing transparency and comprehensive record-keeping.
Collaborative Problem Solving: Work closely with Product Support and Engineering teams to facilitate deeper investigations and resolution of complex technical issues.
Proactive Customer Engagement: Keep customers consistently informed throughout the resolution lifecycle, providing timely status updates and realistic expected resolution timelines.
Operational Excellence: Actively participate in daily and weekly service review cadences, contributing valuable insights to operational reporting and continuous improvement initiatives.
Issue Identification: Proactively identify and flag recurring or systemic issues to the RM Team Lead, initiating escalation processes and contributing to root cause analysis.
Data Stewardship: Maintain precise and up-to-date client records, including contact details, product subscriptions, and a comprehensive history of interactions.
Voice of the Customer: Surface critical client sentiment, recurring pain points, and operational insights to the Customer Success Management (CSM) team to inform strategic engagement and product development.

Key Outcomes & Performance Indicators: How Success is Measured

Your impact will be directly reflected in:

SLA Adherence: Consistently meeting and exceeding response and resolution targets.
Ticket Quality: Ensuring proper categorization, reproducible issue detail, and correct routing for all logged tickets.
First-Contact Resolution Rate: Maximizing the number of issues resolved during the initial customer interaction (where applicable).
Customer Communication: Delivering high-quality and timely communication that enhances customer satisfaction.
Ticket Management Efficiency: Effectively managing the volume of open versus closed tickets within each reporting period.
Internal Collaboration: Demonstrating efficient internal escalation response times and consistent follow-through.

Who We're Looking For: Essential Requirements

To excel in this role, you should possess:

Educational Background: A Bachelor of Science (BSc) in Accounting / Accountancy or a similar numerate discipline is preferred, demonstrating a strong analytical foundation.
Experience: At least 2 years of relevant professional experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or a Product Support role.
Problem-Solving & Communication: Proven strong problem-solving and excellent communication skills, coupled with familiarity with ticketing tools and service processes (ITIL-aligned discipline is a plus).
Resilience & Multi-tasking: The ability to perform effectively under pressure and adeptly manage multiple customer interactions concurrently.
Technical Proficiency: Proficiency with industry-standard service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).