Objectives of the positions

To maintain and enhance the company’s relationships with key clients by ensuring high-quality customer service and acting as the liaison between the company and its clients. The role ensures client satisfaction, retention, and the expansion of business opportunities.

Key Result Areas & Indicators

· Client Retention: Ensure long-term client relationships and reduce churn (KPI: Client retention rate, number of renewals).

· Customer Satisfaction: Address and resolve client issues and complaints promptly (KPI: Client satisfaction scores, issue resolution times).

· Account Growth: Identify new business opportunities within existing accounts (KPI: Account expansion percentage, upsell revenue).

· Reporting: Provide regular updates to line manager on account status and client feedback (KPI: Timeliness and accuracy of reports).

Knowledge, Skills, Experience and Competency requirements:

· Education: Bachelor’s degree in business, Sales, or related field.

· Experience: 5+ years in client relations or account management, preferably in the digital services or ISP sector.

· Skills: Excellent communication, negotiation, and problem-solving skills.

Competencies: Client-focused, relationship builder, proactive approach, and attention to detail.