Account Manager

Lenkie Inc.; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

Career progression

Team socials

Job summary

Lenkie is seeking an Account Manager to nurture and grow a portfolio of SME customers. You will be the go-to contact, delivering exceptional service while identifying opportunities for funding, upsell and cross-sell.

You will partner with product, operations and credit teams to ensure a seamless post-funding experience and drive KPIs in a fast-paced fintech environment. Hybrid work from London office is offered.

Qualifications

• 2+ years of experience managing customer relationships within SME lending, fintech or financial services.
• Strong consultative sales skills with ability to understand customer needs and map to products.
• Excellent communication and listening skills; telephone manner and professional interactions.

Responsibilities

• Own the day-to-day relationship with a portfolio of SME customers as the main point of contact.
• Identify opportunities to grow account value through funding, upsell, cross-sell and wider product adoption.
• Support reactivation and referral initiatives to bring past customers back and attract new ones.
• Consistently meet and exceed KPIs and contribute to team targets.
• Maintain regular contact with customers via phone and email; understand goals and challenges.
• Explain products, pricing and processes clearly to help customers choose the right solution.
• Gather feedback and share insights with product, operations and credit teams.
• Keep CRM records up-to-date and help refine playbooks and processes.

Skills

Account management

Relationship management

Consultative selling

KPI achievement

Communication

CRM proficiency

Growth mindset

Tools

CRM software

Job description

At Lenkie, we're passionate about helping small businesses turn their big ambitions into reality. Through our innovative lending products and powerful cash flow management platform, we empower small and medium-sized businesses to succeed. We have supported hundreds of small businesses in the UK with hundreds of millions in funding.

We are a friendly and collaborative team with a fast-paced and high-performing culture. We are headquartered in London but operate a remote-first culture with team members across Nigeria, South Africa, and London. We're backed by world-class investors and closed a £4M equity and £45M debt Series A investment round in January 2025.

Position Overview

We're looking for an Account Manager to look after and grow a portfolio of our existing SME customers. You'll be the go-to person for the businesses you manage, building strong relationships and helping them get the most out of Lenkie as their needs change.

You'll combine great relationship management with a commercial mindset, spotting opportunities to support customers with further funding and making sure every interaction leaves them feeling well looked after. You'll report into the Account Management Lead and work closely with colleagues across product, operations and credit to deliver an outstanding post-funding experience.

Key Responsibilities

Managing and Growing Your Portfolio

• Own the day-to-day relationship with a portfolio of SME customers, acting as their main point of contact
• Identify opportunities to grow account value through repeat funding, upsell, cross-sell and wider product adoption
• Support reactivation and referral initiatives to bring past customers back and introduce new ones
• Consistently meet and exceed your individual KPIs, contributing to wider team targets

Customer Experience and Retention

• Keep in regular contact with customers by phone and email, understanding their business, goals and challenges
• Monitor customer health and engagement, flagging and addressing concerns early to prevent churn
• Explain our products, pricing and processes clearly, helping customers choose the right solution for their needs
• Deliver a consistently excellent service that builds long-term loyalty and advocacy

Customer Insight and Collaboration

• Gather feedback on our products, processes and customer experience, and share clear insights with the wider team
• Work with product, operations and credit colleagues to resolve customer queries quickly and smoothly
• Support account-based campaigns and customer communications, including the roll-out of new product features

Process and Continuous Improvement

• Maintain accurate, up-to-date CRM records, notes and account documentation
• Suggest ways to streamline routine queries and improve how we serve customers as our portfolio grows
• Follow and help refine team playbooks and best practices

Required skills:

• 2+ years experience managing customer relationships within SME lending, fintech or financial services
• Consultative sales skills, with the ability to understand a customer's needs and match them to the right product or service
• Confidence explaining complex products and services in a clear, simple way
• A strong track record of meeting and exceeding KPIs, driving both your own performance and the team's
• Excellent communication skills, a great telephone manner and a real passion for driving great customer outcomes
• Good organisational skills and attention to detail, with experience using a CRM
• A growth mindset and a real interest in our mission, keen to help us improve how we convert and serve our customers, and motivated to collaborate with teammates

What You'll Get From Us

• Hybrid working from our London office
• Ownership of your own customer portfolio within a growing commercial function
• Steep learning curve and clear career progression in a high-growth fintech
• Regular team and company socials