Manager - Client Success Strategic and Global Clients at MTN Nigeria

Mission:

Implement strategies for the support and management of MTN Business strategic customers through effective and efficient customer engagement and enhanced key account management strategies (prompt fault management and feedback, churn management, continuous service reviews, SLA adherence, account receivables, and generally providing a best-in-class customer experience).

Description:

• Implement all customer support SLAs, service plans, and PPPs for strategic customer segments.
• Take overall responsibility for account receivables from customers in the segment.
• Achieve a minimum of 80% scores in the annual Customer Satisfaction Index survey for enterprise customers.
• Ensure timely and accurate weekly, monthly, and ad hoc reporting for assigned customer segments.
• Serve as an interface between customers and MTNN/EB through enhanced customer engagements via quarterly service reviews for top accounts.
• Ensure timely feedback on all customer support-related matters arising.
• Ensure SLA and non-SLA penalty chargebacks for enterprise customers for service failures and downtimes.
• Implement the Strategic Enterprise Client Success framework while measuring and monitoring overall team performance with regards to customer satisfaction at all customer touchpoints.
• Manage and implement churn and retention strategies by proactively managing all churn indicators, identifying, and mitigating against such.
• Drive 90% field presence via setting and tracking daily and weekly calls.
• Facilitate the provision, execution, and management of customer support OPEX and other budgetary provisions.
• Execute all other projects as may be assigned by the SM, Client Success.
• Drive customer trust via customer engagement using multiple channels.
• Periodic review of customer service plans to track and manage EB run rates
• Provide leadership, guidance, support, and direction for Client Success Partners
• Engage major stakeholders in various units and divisions to ensure resolution of all customer support related issues.

Education:

• First degree or equivalent in social or management sciences, humanities, etc.
• Professional certifications and/or MBA will serve as an added advantage.
• Fluent in English

Experience:

6–13 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and Microsoft Word
• Membership of Professional Customer Service/Relations Associations