Partner - Client Success LE and Public (North) at MTN Nigeria

• Ensure top quality customer support in all areas of key account management

• 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

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