Role Purpose:
To develop and maintain excellent relations with new and existing Corporate customers resulting in increased levels of customer retention and growth of revenues. This is to be achieved through:
Proactive customer engagement; checking client’s health status, usage patterns, complaints and mitigating issues arising
Collaboration to ensure customer satisfaction
Relationship management
Identify new sales opportunities within existing accounts up selling and cross-selling
Having solid knowledge of competitors’ landscape
Forecast and track key account metrics
Establish budgets with the client and the company ensuring profitable and sustainable business.
Key Responsibilities:
Contribute to the reduction and prevention of Churn.
Contribute to the cost savings target of the business.
Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues.
Build and maintain relationships with customers through health campaigns.
Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices.
Develop and demonstrate a thorough understanding of the customer needs and issues.
Based on Client interactions, monitoring of key metrics and revenue reporting, provide early identification of churn to mitigate potential client issues or dissatisfaction.
Identify opportunities to turn dissatisfied customers into satisfied customers.
Follow the laid down processes and procedures to effectively carry out retention tasks and impact positively on the Revenues.
Work cross functionally to address issues raised through client interactions.
Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention.
Support the Billing and Finance team in money collection and issue resolution.
Grow and develop existing customers as well as generating new business through lead generation.
Requirements
Relevant Business degree or Communications degree
Professional Certification
3 – 5 years – Customer Relationship Management, Customer Service
Sales management
Marketing skills
Customer relationship management
Sales Negotiation
Product Knowledge
Exposure to financial skills
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