Jobs at Moniepoint Inc. – Apply Now

About This Role

• We are looking for a Senior Product Designer (Design System) who thinks at a system level and understands how to create a scalable UI ecosystem that spans multiple products, teams, and platforms. 
• You are not just designing static screens; you are building the foundation of our product user interfaces.
• In this role, you will take full ownership of our component libraries, interaction models, and cross-platform design consistency. 
• You will act as the bridge between design and engineering, ensuring that our visual assets translate seamlessly into clean, reusable, and accessible production code.

Responsibilities

• UI Craft & Visual Excellence: Maintain an exceptionally high standard for layout, typography, colour, spacing, visual hierarchy, and overall digital finish across all reusable elements.
• Component Architecture: Design, build, and maintain robust component libraries (buttons, inputs, cards, navigation, forms, tables, etc.) that scale seamlessly across products.
• Interaction & Motion Design: Define interactive behaviors and state transitions (e.g., hover, focus, disabled, loading, and mobile behaviors) to ensure components feel alive and intuitive.
• Design Token Management: Structure and maintain design tokens (colours, spacing, typography, border-radius, shadows) to drive consistency between design environments and code.
• Figma Library Architecture: Organize complex variants, properties, and components within Figma to empower other product designers to build quickly and accurately.
• Engineering Collaboration: Partner closely with engineering teams to navigate technical constraints across Web, React, Flutter, Android, and iOS/Native app environments.
• Documentation & Governance: Create clear, comprehensive usage guidelines and documentation outlining when, why, and how components should (and should not) be used.

What Success Looks Like in This Role

• High Adoption & Efficiency: Design and engineering teams actively use the system, resulting in significantly accelerated product shipping cycles.
• Flawless Cross-Platform Consistency: A unified look, feel, and interactive behavior across all customer-facing touchpoints (Web, Android, iOS).
• Best-in-Class Documentation: A central, living source of truth that leaves no ambiguity regarding design tokens, component rules, or brand compliance.
• Scalable Architecture: A foundational library that handles future product expansions, rebrands, or theme changes with minimal friction.

Experience & Background

• Proven Design System Track Record: Extensive experience building, scaling, and maintaining production-ready design systems rather than just standalone product features.
• Cross-Platform Expertise: Deep understanding of the constraints and guidelines governing multiple platforms, including Web, iOS, and Android.
• Systems-Thinking Mindset: A portfolio demonstrating how individual design decisions impact multiple products, scale sustainably, and optimize designer/engineer workflows.
• Front-End Alignment: Strong familiarity with how developers inspect, build, and consume components in code repositories.

Skills & Competencies:

• Expert Figma Proficiency: Advanced knowledge of Figma libraries, auto-layout, components, variants, variables, and library publication.
• Accessibility Champion: Solid grasp of accessibility standards (WCAG), contrast requirements, and inclusive design principles.
• Technical Literacy: Familiarity with component-driven frameworks (React, Flutter) and Atomic Design methodology.
• Communication & Documentation: Excellent writing and presentation skills, with an ability to translate complex design system choices into clear executive-level updates and technical guidelines.

Why Join Us

• Competitive compensation, benefits, and career growth opportunities.
• Fully remote work culture and support for professional development.

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Job Purpose

• The Account Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding. 
• This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners.
• Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness. 
• Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.

Key Responsibilities

• Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success.
• Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions.
• Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness.
• Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn.
• Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period.
• Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value.
• Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout.
• Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy.
• Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered.
• Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook’s product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact.

What Success Looks Like

• Maintain >95% gross retention rate (GRR) across your customer portfolio, with proactive churn prevention strategies that keep customers engaged long-term
• Maintain >80% active rate across your customer portfolio
• Consistently identify and close upsell/cross-sell opportunities that drive 10-15% net revenue retention (NRR) growth annually within your accounts
• Drive measurable increases in feature adoption across your accounts, with customers actively using 4+ core Moniebook capabilities that maximise platform value
• Execute timely, friction-free renewals with 100% on-time contract completion and minimal escalations to leadership
• Your customers become promoters, willingly providing references, testimonials, case studies, and referrals that support sales and marketing efforts
• You regularly share customer insights that influence product decisions, contribute to CS process improvements, and mentor junior team members to elevate overall team performance.

Qualifications

• Bachelor’s Degree in Business, Technology, Communication, or related field (or equivalent work experience)
• 3 – 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
• Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
• Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
• Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
• Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
• Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
• Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
• Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes.

About You:

• You’re genuinely customer-obsessed, you measure your success by your customers’ success and take personal pride in their achievements
• You’re a relationship builder who naturally earns trust, listens deeply, and makes customers feel heard, valued, and supported
• You’re proactive and anticipatory, you don’t wait for problems to escalate; you spot early warning signs and intervene before customers consider leaving
• You’re commercially minded, you understand the business value of retention and expansion, and you’re comfortable having revenue conversations with customers
• You’re a problem-solver at heart, you stay calm under pressure, think critically, and find creative solutions to complex customer challenges
• You’re organised and disciplined, you manage your book of business methodically, follow through on commitments, and never let important details slip through the cracks
• You’re collaborative and team-oriented, you work seamlessly across departments to deliver exceptional customer experiences and achieve shared goals
• You’re resilient and adaptable, you thrive in dynamic, fast-paced environments and view challenges as opportunities to learn and grow.

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