Partner - Client Success LE and Public LSW at MTN Nigeria

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