Account Manager

• Build and maintain trusted relationships with Capi’s most strategic clients, ensuring their long-term success.
• Identify opportunities within accounts to increase transaction volume and expand product adoption.
• Develop account plans focused on retention, upselling, and customer advocacy.
• Track account performance, monitor satisfaction, and ensure Capi’s value proposition remains strong and differentiated.
• Proactively engage with onboarded, inactive, and at-risk clients to maintain loyalty and drive reactivation.
• Anticipate client challenges and collaborate with internal teams to resolve them quickly and effectively.
• Ensure customers are fully leveraging Capi’s platform, conducting business reviews and optimization sessions.
• Turn client feedback into actionable insights that enhance the customer experience and inform product improvements.
• Work closely with product, operations, and compliance teams to ensure a seamless client journey and localized solutions.
• Serve as the voice of the customer within Capi, ensuring feedback directly influences product and process evolution.
• Gather and share competitive intelligence and market insights to strengthen Capi’s position in the region.
• Document success stories and build scalable playbooks to improve account management practices across markets.

Key Account Manager

• Lead business development, research partnerships, and oversight of impact-focused programs
• Oversee team that leads end-to-end business development across health program portfolio
• Build and manage a pipeline of family offices and effective altruism-aligned funders
• Represent the organization externally at relevant convenings
• Lead strategy development across impact areas of Maisha Meds
• Oversee cost-effectiveness modeling to support program investment cases
• Build and manage research partnerships with academic institutions
• Lead the development of funder-facing materials including concept notes, proposals, and pitch decks
• Oversee team accountability for the full portfolio of impact programs
• Develop, manage, and mentor a high-performing team

VP, Impact Strategy – Partnerships

• Identify opportunities for account expansion and upselling of additional services, driving incremental revenue generation
• Participate in lead generation and new business activities, supporting the acquisition of new clients and opportunities
• Manage and grow a portfolio of key client accounts (medium to big size/complexity), ensuring client satisfaction, retention, and revenue growth
• Coordinate the execution of medium to complex research projects, ensuring timely delivery of results
• Provide full guidance for sampling strategy development and monitor fieldwork performance
• Maintain excellent day-to-day communication with clients, advising on potential roadblocks and corrective actions to ensure the best service and client satisfaction throughout the project lifecycle
• Monitor project financials and performance metrics, ensuring projects are delivered on time, within budget, and to client expectations
• Supporting clients from EMEA region

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