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Permanent |
Lagos |
Posted 2 years ago |
JOB TITLE: Client Account Management Executive
JOB LOCATION: Lagos
Job Type: Permanent
Department: Purepay – Transaction Switching & Payment Processing
Responsibilities
Relationship Management:
- Manages communication with customers on upgrades, outages and issues
- Obtains feedback from customers on service issues
- Engages internal stakeholders to resolve customer issues in a timely manner
- Carries out monthly service quality review sessions with key customers
- Carries out quarterly service quality review sessions with Tier 2 customers
- Monitor Service Experience for new products and services
Contract Management:
- Manages payments, billing and receivables anniversaries
- Liaises with Service Managers and Legal Team to Draft SLAs and contracts
- Works with Service Managers and Legal Team to Review SLAs and contracts with customers
- Works with Service Managers and Legal Team to Review SLAs and contracts with partners
- Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
- Manages current service offerings by ensuring SLAs are met by the operations team and support team or other teams
- Ensures contracts are renewed as and when due
Continuous Service Improvement:
- Identifies areas for service enhancements/service improvements
- Analyses market trends so as to be able to provide input on product and service enhancements
Service Performance Review/ Analysis:
- Conducts customer surveys
- Provides insights on industry trends or initiatives from key customers
- Regularly meets with our top 10 customers, to review service performance
- Conducts service performance review with service managers and internal teams to assess SLA breaches
- Provides feedback from customers to Service Managers
Reporting:
- Generates reports on service quality and contract management.
Requirements
- Academic qualification(s): A good Degree in Computer Science or Social Sciences (Relevant Experience Supersedes this however)
- Experience: 5 years of experience in a similar function.
Apply Now
Deadline: August 15, 2022
Job Features
Job Category | Accounting / Audit / Finance |