• Application Deadline: Tue, 7 Oct 2025 00:00:00 GMT
• Position: Partner - Client Success LE and Public LSW



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 years



• Location Lagos




• City Ikeja




• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 
  
  

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