Client Account Management Executive at Interswitch Group Full Time

Interswitch Group is currently looking for a client account management executive for immediate employment. Interested persons are expected to apply. Kindly go through the full details of this position below:

Job Title: Client Account Management Executive

Location: Lagos
Job Type: Permanent
Department: Purepay – Transaction Switching & Payment Processing

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 the 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 of experience in a similar function.

Application Closing Date
8th September, 2022.