Partner - Client Success Strategic and Global

Description • Work with product, UAT and support teams to validate new products, new systems and upgrades • Generate relevant reports as required by the business • Ensure Quality Assurance and prompt invoice delivery • Ensure resolution of ALL service provisioning and sales support PPPs items • Ensure less than 5% customer churn on managed accounts • Constant analysis of Managed customer database for Revenue and Debt management • Ensure 98% collection of ALL invoices as at when due • Analysis of customer requests for prompt resolution • Ensure end-to-end account management for Enterprise customers • Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management • Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation • Liaise with support teams (within and outside Enterprise Business) in order to resolve any customer identified issue • Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.) • Achieve at least 80% score in ES Customer Satisfaction internal surveys Requirements Education: • First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred) • Service Management certification (added advantage) • Fluent in English Experience: 3-7 years’ experience in an area of specialization; with experience working with others which includes: • Experience working in a medium organization • Experience in the telecommunications industry in a similar 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