What is the role of an Account Manager within the MEA Commercial team?
Reporting to the MEA Commercial Director, I directly oversee commercial activities in Mali, maximizing opportunities and ensuring the successful execution of projects. Additionally, I supervise the Account Managers team across the Sahel region. My role is to guarantee the team’s performance, coordinate actions between departments, and provide strategic reporting to management, all to drive growth and optimize results in this key region.
What is at stake for an Account Manager?
The main stakes are not only retaining key clients but also expanding SBS’s footprint in strategic regions. It’s about building strong, lasting relationships, ensuring seamless project delivery, and fostering collaboration within internal teams. Ultimately, it’s about reinforcing SBS’s market presence and driving sustainable growth.
What is the key element of your strategy to meet client needs?
Preparation is the key to ensuring customer satisfaction. As an Account Manager, I start by understanding the client’s needs, finding the right solution, and ensuring its proper implementation. It’s essential that clients see the added value of our solutions, which involves close collaboration with technical consultants since we don’t implement the solutions ourselves.
How do you ensure customer satisfaction after the sale?
Sales is a commitment that doesn’t end with a signature. It starts with actively listening to the client’s needs and continues with dedicated post-sale support: successful implementation, issue management, and satisfaction follow-up. This approach helps build a lasting, trust-based relationship. A satisfied client becomes a loyal partner, while an unhappy one, even after the sale, can damage the company’s credibility.
Can you give us an example of a project you are currently working on?
I am currently working on a critical RFP for a bank where I am the Key Account Manager. This client, historically loyal to another SBS software (not Amplitude), needs to change its information system after over 20 years of use. Due to internal policies, they decided to launch an RFP, putting us in competition with major rivals. This project is strategically important for SBS as the client is key, well-established in its market, and we have built a trusted relationship over many years. We are fully mobilized to prepare a strong and competitive proposal to maximize our chances of success and continue supporting this client in their digital transformation.
Looking back at the projects you’ve worked on, which one was the most transformative for your professional growth?
One of the projects that I was most passionate about was when a customer was considering changing one of our collection solutions for that of a competitor. I took the initiative to strategically mobilize our PS and pre-sales teams. Together, we not only convinced the client to stay but also to adopt an additional solution from us. This win highlighted the power of internal collaboration and left a lasting impression on me. It showed how a cohesive, dedicated team can make all the difference.
What challenges push you out of your comfort zone, and how do you tackle them?
Managing client expectations, leading a multicultural team, and maintaining high performance in a competitive environment are all challenges I face. As a woman in a predominantly male industry, I also have to overcome stereotypes, which requires leadership and resilience to assert my legitimacy.
What’s the most important lesson you’ve learned in your career?
The importance of adaptability and humility for growth. Every challenge, situation, and encounter is an opportunity to learn. I’ve realized how crucial it is to stay open to new ideas, recognize my own limits—which isn’t always easy—and lean on the strength of the team. This mindset has helped me grow and overcome obstacles.
Any memorable anecdotes from your time as an Account Manager?
Oh, I have a story that really stuck with me! During my first business trip to Mali, I arrived expecting a well-structured and efficient morning meeting. But when I got to my client’s office, I was greeted with a carefully prepared breakfast. I was in a bit of a rush, but I thought, “Why not make the most of this?” So, I accepted, a little surprised, but open-minded. And what a surprise! That simple breakfast completely changed the atmosphere of the meeting. It broke the ice and built immediate trust. That day, I realized that in Malian culture, human connections often take precedence over schedules and task urgency. Since then, I always make time for informal exchanges in my professional meetings. Trust me, it makes collaborations smoother and more human. Next time, I won’t forget the croissants!
Would you like to join the SBS (ex-Sopra Banking Software) adventure? Discover all our job offers on our Careers page by clicking on this link.