• Application Deadline:
• Position: Client Account Management Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

To manage the customer expectation and service experience for Interswitch’s (Switching and Processing) customers.

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 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 experience in a similar function