Relationship Executive

Brief Description
Reporting to the Customer In-Life Manager – -ESD Large Enterprises. Role Purpose: To ensure excellent and timely customer service by managing relationships of assigned accounts. Handle support issues, escalations and ensure resolution within SLA by maintaining communication with customers on all account support issues throughout the entire customer journey
Relationship Executive Job Responsibilities
Develop, update, maintain and fulfill loyalty contracts for each individual customer account
Keep the customer informed on the entire Customer Journey and processes associated with it (onboarding process, billing process, support process)
Follow up on all existing contracts renewal, and ensure renewals are made in time
Managing and updating the DMU contacts list
Provide leadership for customers in understanding business objectives and recommend business solutions to achieve those goals
Manage Service experience on an end to end basis by:
Supporting the Account Manager with all back end and support requests and issues
Liaising with Technology, Finance, and relevant teams within the business to address all customer concerns
Ensuring that all queries and escalations are logged into Siebel
Following through on all escalated issues to ensure resolution within SLA
Communicate to customers once queries have been resolved
Send all arising leads to the Account manager for follow through
Compile and send to direct manager, issues pending past SLA for each account
Flag any recurring incidences per account or per escalation type, and send to direct manager
Track and report on all churn attempts, clearly indicating reasons for churn and associated effort to abate churn including success rate
Drive Customer Satisfaction Index and Customer Delight Index by:
Maintaining strong and deep relationships with accounts under direct management
Following through on all issues to ensure closure
Maintaining communication with the customer throughout the entire customer journey.
Embrace Safaricom Culture of Simplicity, Speed & Trust
Job Requirements  for Relationship Executive Job
A Bachelor’s degree in Business or any other related field
At least 2 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
Industry certifications would be an added advantage