Team Lead - Client Success Partner ME East at MTN Nigeria

Mission:

• To lead and manage a team of client success partners to deliver excellent customer support, manage billing, credit, and collections, execute customer support operational plans, manage customer relationships with MTNN, and ensure compliance with regulatory and internal audit requirements.

Description:

• Manage assigned clients in the Medium Enterprise segment across all EB products, services, and solutions.
• Ensure correct and complete documentation is in place for assigned clients. Manage document archiving and control to ensure customer information is maintained for record purposes.
• Co-ordinate and monitor the activities of Client Success Partners and facilitate prompt and complete dissemination of relevant information to team members.
• Carry out NCC compliance pre-audit and audit checks on relevant services and processes, and provide a compliance report for management review.
• Monitor and prepare periodic reports on service-to-sales activities (upselling and cross-selling) for management review.
• Drive regional achievement of auto payment channel adoption and target.
• Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.
• Assist in carrying out customer-related research and coordinating the customer satisfaction index and brand perception survey.
• Establish and maintain professional business relationships with customers, collection agencies, and trade organizations.

Education:

• First degree (or equivalent) in any relevant discipline
• Fluent in English
• Service Management certification (an added advantage)

Experience:

3–7 years’ experience in an area of specialization, with experience in supervising others

• 3–4 years’ experience working in a medium-to-large organization in a similar role
• Experience in channel, order, inventory, and customer management
• Experience in the use of data analytics tools and apps
• Must have good hands-on knowledge of Microsoft Excel.
• Strong analytical and reporting skills
• Leadership Skills