Partner - Client Success LE and Public North.Enterprise Business NG

Reports To: Manager - Client Success LE and Public Sector

Division: Enterprise Business

Mission: • Ensure top quality customer support in all areas of key account management

Description: • Ensure zero bad debt on accounts though accurate account and products set-ups on the systems • Drive credit allocation, collections and debt mgt processes across all assigned clients’ accounts • Work with product, UAT and support teams to validate new products, new systems and upgrades • Generate relevant reports as required by the business • Ensure QA validation is carried out on accounts worked on in the course of each month • Ensure prompt service delivery by keeping to agreed SLAs • Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd level incident mgt • Gather products, services and solutions insights for enhancement of EB offerings in the market • Drive the Completion of all service improvement initiatives as at when due • Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues • Liaise with support teams (within and outside EB) in order to resolve any customer identified issue • Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.) • Achieve at least 80% score in EB Customer Satisfaction internal surveys • Target achievement on EB Revenue Acceleration (Service to Sales)-Upsell/Cross Selling • Completion of all yearly initiatives as at when due

Education: • First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred) • Fluent in English • Service Management certification (added advantage)

Experience:

3 - 7 years’ experience which includes • 3 years’ experience of working in a customer-facing team • 1 - 2 years’ experience in B2B Tech/Telecoms Customer Care/Service, Customer Success. • 1 – 2 years’ experience working in a structured medium or large enterprise organization • 1 – 2 experience billing, credit, collections and debt mgt role • Experience in a customer service environment in the telecommunications industry. • Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Word, MS Outlook, Google applications and AI tools • Membership of Professional Customer Service/Relations associations will be an added advantage • Relationship Management /Stakeholder Management