Relationship Manager at Sheer Logic

• This person is the primary contact person along with the Key Account Manager (KAM) and will be responsible in servicing all aspects of customer business for business customers - Corporate, MNC’s, Public Sector, SME & HNI.
• The RM/CRE is customer Centric and focused on maintaining high-quality of customer service;   develops strong relationships with accounts to ensure sensitivity to the customer’s needs, concerns, and emerging requirements. Delivery of business KPIs like financials, customer experience, revenue generation and process compliance, is critical to this role.

THE ROLE WILL ESSENTIALLY:

• Drive customer experience of assigned portfolio of key large accounts improving customer satisfaction and quality of relationships, retention, growth & development, improved collections & reduced bad debt, and improved supplier ranking.
• Customer engagement at set frequency (i.e. daily, weekly and monthly calling & visiting plans).
• Frequent scheduled visits and calls to determine customer needs.
• Alerts clients to new or improved products and services.
• Communicate promotions and changes to customers in a timely way.
• Maintains tracker to keep track of all complaints and closures.
• Be proactive on customer needs and works with management on up-sell opportunities (i.e. in depth knowledge of customer and what they really want).
• Decrease customer complaints ensuring all customer requests are handled in a timely manner.
• Providing feedback to customers – proper follow up with cross-functional department to ensure proper services are provided to customers i.e. billing, activation, provision of services handles all customer letters and correspondence.
• In depth knowledge of the customer account such as preferences and products used i.e. roaming destinations covered, GSM and fixed services, mobile money, etc.
• Assist in providing regularly scheduled account business reviews with focus on issues reported, resolved, lost business, new business opportunities and customer profitability needs.
• Periodically participate in sales meetings to enable a stronger working relationship with KAM’s.
• Complete closure of points and close looping.
• Quarterly / monthly account reconciliation.
• Dispute resolution  & closure ownership.
• Ensure collections within assigned portfolio.
• Churn management including win-back and retention.
• MIS reporting for KPI’s, up to date customer records as per set guidelines.

Key KPIs:

• Retention (churn prevention)
• Quality & depth of relationships
• Growth & development of assigned portfolio
• Collections (recovery) & bad debt
• Market intelligence / awareness

Key Skills:

• Time Management / Time keeping
• Planning & Organization Skills
• Communication & presentation
• Team work / Team Player
• Networking / Building relationships
• Customer Centric

Knowledge Base:

• Departmental systems, tools & processes
• Business solutions
• Industry news
• Competition news
• Customer & customer news

Attributes & Behaviour:

• Customer Centric with business acumen
• Mature disposition, service oriented, good operating comfort on Microsoft office
• Readily available to address customer issues
• Ability to work seamlessly across verticals when dealing with customer concerns
• Ability to work under pressure
• Customer Management skills
• Strong interpersonal and communication skills - both written and verbal
• Excellent organizational, interpersonal and networking skills

EDUCATIONAL QUALIFICATIONS:

Undergraduate level in a recognized university in field of humanities/commerce/social sciences

RELEVANT EXPERIENCE:

• 3-5 Work experience in customer facing roles within hospitality or other service industry