Team Lead, Client Relations Unit at Netcom Africa

Objective & Summary 

• The ideal candidate will be an account management administrator and post sales position designed to support account manager to give a higher level of client relations with ultimate goal of increasing revenue.

Key Duties & Responsibilities 

• Administrative support to Team M. 
• Creates opportunities and Tickets on the CRM.
• Follow up with Operations team on new requests and new activations.
• Communicates delays and challenges in new requests and new activation ensuring stakeholders are regularly updated.
• Provide leadership to Business development Account officers.
• Ensure communicated timelines/SLA by the Project engineering team are met by proactively following up.
• Provide detailed updates on delays to all stakeholders.
• Primary contact for vendor registration and BIDs.
• Management of client account details and ensuring they are up to date (KYC).
• Weekly health checks- to ensure all clients being managed are contacted within the quarter.
• Upsell to existing clients.
• Follow up with Support team on issues raised by existing client and providing updates to stakeholders.
• Assist support and best manage outages or maintenance activities.
• Generate weekly report for tickets created new activations captured in the CRM.
• Generate weekly report from the CRM for Team M. 
• Generate BDD report for management meetings.
• Ensure the operations team adhere to the 3 Core Pillars of the company’s culture.
• Ensure that Clientele databases are updated and maintained monthly. 
• Ensure all the required documentation for onboarding a new customer is included in an SAR (KYC, Signed SO, Signed Service contract or SLA).
• Take charge of departmental requisitions, receive and issue materials.
• Finance on the workflow of SAR – new deals, upgrades, demos, downgrades, modifications, change management forms, etc.
• Day to day operational business solutions interface between departments.
• Legal to ensure the aspects of contract, signing, service contracts, revisions are done.
• Ensure SLA are all updated and documented.
• Weekly one on one meetings with Team M discuss closed and ongoing deals, challenges/issues.
• Relationship Mgt – internal (liaise, collaborate) 
• Finance on the workflow of SAR – new deals, upgrades, demos, downgrades, modifications, change management forms, etc.
• Day to day operational business solutions interface between departments.
• Legal to ensure the aspects of contract, signing, service contracts, revisions are done.
• Ensure SLA are all updated and documented.
• Weekly one on one meetings with Team M discuss closed and ongoing deals, challenges/issues.

Requirements

Education and / or Professional Qualification 

• Undergraduate degree qualification essential.
• Accreditation to professional bodies.
• Certified Office Administrator, OND, HND & BSC.

Essential Skills / Knowledge 

• Experience with both Microsoft operating system and the Apple operating system. 
• Strong verbal and written communication.
• Good presentation skills for business reports.
• Ability to organize and conduct purposeful Departmental/ Unit meetings.

Desirable Skills / Knowledge 

• General knowledge of ICT solutions.
• Knowledge of Nigerian Telecoms Market. 
• Strong administrative skills.
• Good understanding of Microsoft operating systems.
• Able to use properly MS Word, Excel and Power-point.