Client Account management Executive

Responsibilities

• Relationship Management
• Manages communication with customers on upgrades, outages and issues
• Obtains feedback from customers on service issues
• Engages internal stakeholders to resolve customer issues in a timely manner
• Carries out monthly service quality review sessions with key customers
• Carries out quarterly service quality review sessions with Tier 2 customers
• Monitor Service Experience for new products and services
• Contract Management
• Manages payments, billing and receivables anniversaries
• Liaises with Service Managers and Legal Team to Draft SLAs and contracts
• Works with Service Managers and Legal Team to Review SLAs and contracts with customers
• Works with Service Managers and Legal Team to Review SLAs and contracts with partners
• Works with support teams to ensure that customers get adequate support and proper communication to drive satisfaction and usage
• Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
• Ensures contracts are renewed as and when due
• Continuous Service Improvement
• Identifies areas for service enhancements/service improvements
• Analyses market trends so as to be able to provide input on product and service enhancements
• Service Performance Review/ Analysis
• Conducts customer surveys
• Provides insights on industry trends or initiatives from key customers
• Regularly meets with our top 10 customers, to review service performance
• Conducts service performance review with service managers and internal teams to assess SLA breaches
• Provides feedback from customers to Service Managers
• Reporting
• Generates reports on service quality and contract management

Requirements

• Academic qualification(s): A Bachelors Degree in Law
• Experience: 5 years of proven experience as a legal counsel, with at least two (2) years in the Fintech or Financial Services Sector