Key Account Manager

Job Description




• 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.



Principal Outputs for this role




• Contribute to the reduction and prevention of Churn


• Achieve the sales targets as set out with line manager


• Develop and demonstrate a thorough understanding of the customer needs and issues


• Contribute to the cost savings target of the business


• Build and maintain relationships with customers. Conduct joint customer meetings to drive volumes and profitability



Requirements


Qualifications- Academic and Professional




• Relevant Business degree or Communications degree


• Professional Certification



Experience




• 3 - 5 years – Customer Relationship Management, Customer Service