About Opengates

Opengates Link LTD is a social enterprise infrastructure company dedicated to bridging the gap between displaced talent and the global digital economy. We address the systemic barriers that exclude refugees and underserved youth from the workforce, specifically the lack of recognized identity verification, limited access to banking, and geographic isolation.

By building a compliant, inclusive ecosystem for payments and professional verification, we enable global enterprises to hire and pay resilient talent securely and efficiently. Our objective is to transition millions of young people from aid dependency to professional financial independence through dignified digital work.

Job Summary

We are seeking a commercially driven and quality-obsessed Enterprise Success Manager to lead our client relationships and oversee project delivery. In this dual-function role, you will be the bridge between our global enterprise clients and our freelance talent.

You will not only manage the commercial relationship ("land and expand") but also act as the primary Quality Assurance (QA) Gatekeeper. You will review project deliverables to ensure they meet international standards before they reach the client, ensuring that Opengates becomes synonymous with reliability and excellence.

Key Responsibilities

Client Account Management

• Lifecycle Management: Oversee the end-to-end client journey, from onboarding and technical setup to ongoing operational support and contract renewal.
• Account Growth: Drive revenue retention and expansion by identifying opportunities to scale existing contracts and introducing clients to additional service lines.
• Strategic Reviews: Conduct Monthly and Quarterly Business Reviews (QBRs) with stakeholders to present performance metrics (KPIs), demonstrate ROI, and proactively address service gaps.

Quality Assurance & Delivery Oversight

• Deliverable Audits: Conduct final quality checks on all project outputs (data sets, reports, designs) to ensure strict adherence to client specifications and international quality standards.
• Process Standardization: Develop and enforce Standard Operating Procedures (SOPs) and quality checklists for various service workstreams to minimize error rates.
• Corrective Action: Implement immediate corrective measures for substandard work, providing structured feedback to talent teams to prevent recurrence.

Operational Coordination

• Requirements Gathering: Translate high-level client business requirements into detailed project briefs and actionable workflows for the execution teams.
• Performance Monitoring: Collaborate with Talent Managers to evaluate freelancer performance, identifying top talent for complex assignments and flagging underperformance for remediation.
• Issue Resolution: Serve as the primary point of escalation for client issues, managing critical incidents with transparency and ensuring timely resolution.

Qualifications

Education & Experience

• Academic Background: Bachelor’s degree in Business Administration, Project Management, International Relations, or a related field.
• Professional Experience: Minimum of 3-4 years in Account Management, Sales Operations, or Project Management. Experience working within a BPO, Digital Agency, or Tech Startup is essential.
• Commercial Track Record: Demonstrated success in managing a portfolio of B2B clients, with proven ability to retain accounts and drive revenue growth through upselling.

Technical & Operational Skills

• Project Management: Advanced proficiency with tools like MS Project, Jira, Trello, or ClickUp to manage complex workflows and deadlines.
• Quality Assurance: Experience in developing and enforcing Standard Operating Procedures (SOPs) and quality control frameworks for digital deliverables.
• Communication: Exceptional command of written and verbal English. You must be able to articulate complex operational concepts to international stakeholders and de-escalate sensitive client issues with professionalism.

Core Competencies

• Commercial Acumen: A strong understanding of business value drivers. You can align Opengates’ services with a client’s strategic goals to prove ROI.
• Detail Orientation: An uncompromising standard for quality. You are the "gatekeeper" who spots errors before the client does.
• Cross-Cultural Intelligence: The ability to effectively bridge the gap between global client expectations (e.g., North America/Europe) and the operational realities of working with diverse talent pools in emerging markets.

Why Join Opengates?

• Global Exposure: You aren't just working in Kenya; you are working in the global economy. You will manage relationships with stakeholders in Kakuma, Nairobi, New York, London, and Berlin.
• Architect of Quality: You will define the "Opengates Standard." The processes you build today will scale to support millions of users tomorrow.
• Commercial Impact: You are the engine of our sustainability. Your ability to retain and grow clients directly funds our social mission.

How to Apply

Interested candidates are invited to apply directly through our career portal. Please ensure you upload your CV and outline your experience in client management and quality assurance.