The successful candidate will be responsible for managing and growing our client accounts,while ensuring high levels of customer satisfaction.This role requires strong communication skills, attention to detail, and a passion for providing exceptional customer service.
Duties and Responsibilities
Develop and maintain relationships with existing clients to ensure their satisfaction and retention.
Conduct regular check-ins with clients to assess their needs and gather feedback.
Work closely with management to identify new opportunities and generate new business.
Manage and coordinate the activities (including surveys, opinion polls etc.) of our mystery shoppers to ensure that all assignments are completed on time and to the satisfaction of our clients.
Monitor the quality of mystery shopping reports and provide feedback to shoppers to improve their performance.
Develop and maintain a database of clients and shoppers.
Work closely with the sales team to identify new business opportunities.
Ensure that clients receive high-quality support and service, including responding to inquiries, addressing concerns,and resolving issues in a timely and efficient manner.
Manage client accounts by tracking usage, monitoring engagement, and providing reports on key metrics.
Collaborate with internal teams to ensure that client needs are met, including product development, customer service, and technical support.
Analyze data and prepare reports for management and clients.
Participate in the development and implementation of new processes and procedures to improve the efficiency and effectiveness of our operations.
Stay up-to-date with industry trends and best practices.
Provide regular feedback to management on client satisfaction, revenue growth, and
opportunities for improvement.
Any other related administrative duties and projects assigned by your line manager.
Key Performance Indicators
Client Satisfaction Score: measures the overall satisfaction of clients with the services provided by the company. It can be measured through surveys, feedback forms, or other forms of customer feedback.
Client Retention Rate: percentage of clients who renew their contracts or continue to work with the company after the initial engagement.
Upsell/Cross-sell Rate: ability of the Client Engagement Manager in identifying opportunities to upsell or cross-sell additional products or services to existing clients.
Response Time: speed at which the Client Engagement Manager responds to client inquiries or requests.
Revenue Growth: growth in revenue generated from existing clients, as a result of the efforts of the Client Engagement Manager.
Quality of Service: the quality of service provided to clients, as rated by clients themselves.
Client Engagement Rate: the level of engagement between the Client Engagement Manager and clients, such as frequency of check-ins, meetings, or other forms of communication
Active Users: the number of active users on the platform, as a result of the efforts of the Account Manager in driving adoption and engagement.
Training Completion Rate: the percentage of users who complete the training courses offered by the platform, as a result of the efforts of the Account Manager in promoting and encouraging participation.
Net promoter Score (NPS): the likelihood of customers to recommend the eLearning platform to others.
Renewal rate: the percentage of customers who renew their contracts with the eLearning platform after the initial agreement.
Minimum of a Second-Class Bachelor’s Degree in Business Administration, Marketing, or related field, from a Federal, State or Private University
Minimum of 3 years of experience (post NYSC) in client engagement, account management, or customer service.
Strong interpersonal and communication skills (both written and verbal).
Excellent organizational and time management skills.
Ability to work independently and as part of a team.
Proficiency in Microsoft Office Suite.
Knowledge of the eLearning industry is a plus.
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