Customer Account Manager is responsible for handling customer accounts. They foster the relationship between the company and the customer as
well as handle any projects, accounts, or issues that might be relative
to that client. These managers liaise frequently with the clientele to
assure them of their importance and this helps to build the customers
respect and trust in that business.
Duties and Responsibilities
Utilize, review and update the customer database
- invoice, contract and online database should match
Ensure customer retention is number one priority
Provide support and reassurance to customers
Learn and understand customer business to help you serve them better
Analyse customer data and information in order to improve customer satisfaction through constant service improvement, proactive contract reviews and upsells
Increase the company profits through upselling and offering different services that company provides that are relevant to customer business
Ensure timely billing and any billing problems are addressed quickly
Ensure collection of customer payments are in line with our credit policy. All invoices are to be paid within 15days from invoice date
Ensure customer contracts are updated and signed immediately after any service or price change
Prepare and distribute relevant information from the company to customer timely and proactively
Respond to client communications or queries and resolve any client issues
Network with key customer contacts to enhance good business relationship
Job Outputs
Meet and exceed monthly collection target regularly
Regular customer visits and calls
Maintaining valid contracts
Produce daily and weekly reports on collection, customer visits, upsells, downgrades, activations and terminations
Increasing revenue through upselling on existing customers
Customer meeting minutes
Required Competencies
Be able to communicate efficiently - verbally, in print and on the phone
Be detail oriented
Be able to Multitask and handle several client accounts
Be able to manage time and projects effectively
Be able to work along with teams
Have knowledge and experience in using Microsoft Office Software
Have efficient networking skills
Have initiative, motivation and focus
Have extensive knowledge of the company products and services
Be professional
Minimum Requirements
Must have experience in relevant customer handling jobs, sales or marketing
At least 1 year working experience in a similar field
Must be fluent in English and Swahili. French and Mandarin will be added advantage
Must have University or College degree. Degree in Business Management or Accounting is an added advantage