Senior Accounts Manager - Farmerline Group

Role Overview

The Senior Account Manager will play a pivotal role in driving growth, building partnerships and fostering strong relationships with our key clients, including Global Food companies, NGOs, Social Enterprises, Agribusinesses etc. This position is responsible for managing high-value accounts, ensuring seamless project execution, and delivering exceptional client experiences.

You will hone your skills in communication and management to retain existing clients and key customers. Your responsibilities will include managing the client’s expectations, overseeing the process of delivery, and ensuring that the client’s needs are met without delay. You will bring your expertise in SaaS, training, and managing social impact initiatives such as deforestation and interactions with Certification Bodies, NGOs and Food Companies in cocoa, coffee/tea across Africa Region to build a deep understanding of the scope of the various account types.

These account types include Software Subscription, Darli AI, Customized software services, Business Intelligence & Analytics, and Professional Services, etc. You will work with all team members to ensure work is completed on time following agreed project deliverables and/or work plan. You will support in building a team that creates strategic, lasting relationships with our key clients from successful launches to the identification of new use cases, and ongoing strategic support that increases satisfaction and maximizes the Farmerline experience and ultimately drives revenue retention and growth.

Responsibilities

Project Management and Reporting

• Oversee the delivery of projects, ensuring timelines, budgets, and quality standards are met. This will constitute approximately 80% of your weekly time allocation
• Suggest and contribute to continuous improvement in SOPs and workflow procedures, and take responsibility for ensuring they are implemented rigorously
• Work closely with cross-functional teams (Sales, Finance, Engineering, Farmer Service) to implement solutions that align with client and company goals
• Provide regular updates to clients and internal stakeholders, addressing challenges proactively and escalating risks early
• Train team members on Farmerline’s Products and Services; support the development of user guides, manuals, and training videos on Mergdata features; provide supervision on client account management; and track quality assurance metrics
• Ensure preparation and execution of work plans in line with contracts and other relevant legal documents
• Manage and lead field projects and activities across Ghana and West Africa, with periodic support for East Africa operations as required
• Support smallholder farmers, farmer cooperatives, and contributors on Fairtrade through education, training, licensing and certification, mapping and traceability, and EUDR compliance
• Identify and lead projects of social impact, including child labour monitoring and remediation, deforestation tracking, premium payment transparency, and climate change adaptation as well as assist clients in achieving their ESG goals
• Use data and analytics to track performance metrics, report outcomes, and inform decision-making. Leverage AI tools (e.g., Darli AI, ChatGPT, Claude, data visualization platforms) to improve efficiency, accuracy, and insight quality in reporting and task delivery
• Prepare and deliver regular reports on account performance and project outcomes
• Support the Corporate Services team in preparing impact reports for key stakeholders
• Support the onboarding of farmer cooperatives, farmer groups, and out-grower networks into Farmerline's ecosystem to facilitate KYC data collection, farmer profiling, and access to financing

Business Support

• Develop high-quality slide decks and presentation materials; confidently deliver client-facing and stakeholder presentations on project status, account updates, and market insights
• Engage with a wide range of stakeholders (local agribusinesses, global traders and manufacturers, cooperatives, NGOs, and government institutions) and ensure smooth, clear communication on project status to all relevant parties
• Create visibility on client accounts and establish relevant case studies for marketing and branding purposes
• Identify opportunities to upsell and cross-sell Farmerline’s Mergdata services to existing and prospective clients, with a focus on premium services, professional services, and BI & Analytics add-ons
• Support customer acquisition efforts by assessing information and resource requirements during the proposal, customer evaluation, and supplier selection stages to ensure Farmerline achieves the best positioning as a service provider
• Collaborate with the Sales and Marketing teams to develop proposals and close new business opportunities
• Participate at trade shows, conferences, and events that offer opportunities to showcase Farmerline’s products and services
• Stay current with industry trends, competitor offerings, and regulatory developments (including EUDR, Fairtrade standards, and commodity pricing) to inform account strategy and client advisory

Client Services

• Continuously assess client needs and business objectives as the project progresses to develop initiatives for increasing customer satisfaction and retention.
• Monitor client satisfaction and provide feedback to improve offerings and service delivery.
• Cultivate deeper professional customer relationships by fostering trust and loyalty, creating a foundation for new business opportunities and strategic partnerships
• Work closely with the Unit Head, Design and Engineering team to manage customer feedback and create a scalable process to manage and prioritize partner requests
• Work with the Head of Account Management to ensure smooth implementation of an exit strategy for transitioning project accounts that require that Farmerline sustains initiatives
• Maintain accurate and up-to-date records of client interactions, agreements, and project details in Farmerline’s CRM system
• Ensure all activities comply with corporate policies and contractual obligations

Required Qualifications

• Bachelor’s or Master’s Degree in Agribusiness, Business Administration, International Development, Agricultural Science, or a related field
• 5+ years of experience in account management, client success, or project management within SaaS, AgriTech, or agricultural development sectors
• Extensive experience working with NGOs, Global Food Companies (especially in cocoa and coffee/tea), Social Enterprises, Development Partners, Certification Bodies, Governments, and key players in the AgriTech landscape
• Proven track record of building partnerships, business development, and managing client relationships in Ghana and across West Africa, with exposure to East African markets being an added advantage
• Strong existing professional network within the cocoa, coffee, and broader agricultural value chain in Ghana and the Africa region
• In-depth knowledge of child labour issues in agricultural supply chains, including monitoring, remediation, and reporting frameworks (e.g., CLMRS)
• Demonstrated understanding of EUDR compliance requirements, deforestation monitoring, traceability systems, and farmer licensing and certification processes
• Solid understanding of premium payment structures and transparency mechanisms in Fairtrade, Rainforest Alliance, and other certification programs
• Thorough knowledge of the cocoa and coffee/tea production calendars across key African producing regions and how seasonality impacts project planning and delivery
• Experience with financial inclusion initiatives for smallholder farmers, including securing partnerships with financial institutions, mobile money platforms, and microfinance providers
• Demonstrated ability to learn quickly and apply new knowledge to solve problems adapting rapidly to evolving client needs, regulatory changes, and market dynamics
• Proficiency in using AI tools and technologies (e.g., Darli AI, ChatGPT, Claude, data analytics platforms, automated reporting tools) to enhance task delivery, improve productivity, and generate data-driven insights
• Excellent presentation skills with proven ability to create compelling, professional slide decks and deliver fluent, confident presentations to clients, partners, and executive stakeholders
• Extensive experience in fieldwork, traceability and mapping, and working directly with smallholder farmers and farmer cooperatives
• Skilled in training and leading teams, drafting project-specific questionnaires, managing data collection processes, and writing comprehensive project reports
• In-depth knowledge of M&E practices, particularly in areas such as deforestation, child labour and trafficking, access to information and training, and climate change
• Excellent project management and coordination skills : ability to define success metrics, develop strategies to achieve them, and motivate team members to deliver with enthusiasm
• Excellent writing and presentation skills, particularly budget and report writing
• Advanced Excel and PowerPoint skills
• Strategic flexibility and cross-cultural sensitivity across African and non-African markets, particularly when working under pressure

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