Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.
We are recruiting to fill the position below:
Job Title: Head, Client Account Management
Location: Lagos
Job Description
- To manage the overall customer service experience for Interswitch’s (Payment’s Processing) customers
Relationship Management:
- Manages communication with customers on upgrades, outages and issues
- Obtains feedback from customers on service issues
- Carries out monthly service quality review sessions with key customers
- Carries out quarterly service quality review sessions with Tier 2 customers
- Carries out quarterly feedback sessions with vendors and partners
Contract Management:
- Manages payments, billing and receivables
- 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
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 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
Academic Qualification (s)
- A good degree in Computer Science or Social Sciences.
Experience (Number of relevant years):
- 5 years minimum experience in a similar function.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online