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  • Posted: Apr 30, 2019
    Deadline: Not specified
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    Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations. Interswitch, through its “Super Switchâ€&Ac...
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    Head, Client Account Management

    Job Description

    • To manage the overall customer service experience for Interswitch’s (Payment’s Processing) customers

    Relationship Management:

    • Manages communication with customers on upgrades, outages and issues
    • Obtains feedback from customers on service issues
    • Carries out monthly service quality review sessions with key customers
    • Carries out quarterly service quality review sessions with Tier 2 customers
    • Carries out quarterly feedback sessions with vendors and partners

    Contract Management:

    • Manages payments, billing and receivables
    • 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

    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 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

    Academic Qualification (s)

    • A good degree in Computer Science or Social Sciences.

    Experience (Number of relevant years): 5 years minimum experience in a similar function

    Method of Application

    Interested and qualified? Go to Interswitch on www.linkedin.com to apply

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