MTN Nigeria Communications Plc is actively seeking a Manager for Client Success, focusing on Strategic and Global Clients within their Enterprise Business division. This role is located in Victoria Island, Lagos, and offers an exciting opportunity for experienced professionals to join one of Nigeria’s leading telecommunications companies. This position reports to the Senior Manager – Client Success and involves implementing strategies for effective customer engagement and key account management to ensure a superior customer experience.
Core Responsibilities
The Manager for Client Success will be responsible for a wide array of tasks aimed at enhancing customer satisfaction and managing strategic clients efficiently. Key responsibilities include:
- Implementation of Customer Support SLAs: Ensuring that all service level agreements (SLAs) and service plans for strategic customer segments are implemented effectively.
- Account Receivables Management: Taking overall responsibility for account receivables from customers within the segment.
- Customer Satisfaction: Achieving a minimum score of 80% in the annual Customer Satisfaction Index survey for enterprise customers.
- Reporting: Ensuring timely and accurate weekly, monthly, and ad hoc reporting for assigned customer segments.
- Customer Engagement: Serving as an interface between customers and MTNN/EB through enhanced customer engagements and quarterly service reviews for top accounts.
- Service Failure Management: Implementing SLA and non-SLA penalty chargebacks for service failures and downtimes for enterprise customers.
- Churn and Retention Strategies: Managing and implementing strategies to proactively identify and mitigate churn indicators.
- Field Presence: Driving a 90% field presence by setting and tracking daily and weekly calls.
- Budget Management: Facilitating the provision, execution, and management of customer support OPEX and other budgetary provisions.
- Leadership and Direction: Providing leadership, guidance, support, and direction for Client Success Partners.
- Stakeholder Engagement: Engaging major stakeholders in various units and divisions to ensure the resolution of all customer support-related issues.
Educational and Experience Requirements
To qualify for this position, candidates must possess:
- A first degree or equivalent in social or management sciences, humanities, or a related field.
- Professional certifications and/or an MBA would be an added advantage.
- Fluency in English.
- 6 to 13 years of experience, including:
- A minimum of 3 years in a specialization area with experience in supervising or managing others.
- Experience working in a medium- to large-sized organization.
- Advanced proficiency in Microsoft Excel and Word.
- Membership in Professional Customer Service/Relations Associations.
About MTN Nigeria
MTN Nigeria Communications Plc is a purpose-driven and value-led organization committed to understanding and fulfilling the needs and aspirations of its employees. The company aims to create a work environment where every member of the Y’ello Family feels heard, understood, and empowered to live an inspired life.
MTN Nigeria’s mission is to foster a workplace that encourages creativity, innovation, productivity, and meaningful results. This is achieved through a culture grounded in honesty, integrity, and shared goals. The company values its employees as critical competitive assets and invests in their growth and development.
MTN Nigeria invites passionate individuals who want to be part of a mission to deliver a bold new digital world to Nigeria and Nigerians. The company encourages eligible females and people with disabilities to apply and emphasizes that it does not request any form of payment during its recruitment process.
Application Information
Interested candidates can apply for the Manager – Client Success position by visiting the MTN Nigeria career site and completing the job application privacy notice. The job identification number for this vacancy is 4629, and the position falls under the MTN Level 3 job category. The application deadline is August 2, 2024.
To apply or for more information, candidates can visit the provided link.
The role of Manager – Client Success, focusing on Strategic and Global Clients, presents a unique opportunity for experienced professionals to join MTN Nigeria’s dynamic team.
This position offers a chance to make a significant impact on the company’s enterprise business operations and contribute to delivering exceptional customer experiences.
If you meet the qualifications and are eager to work in a vibrant and supportive environment, MTN Nigeria encourages you to apply today.