Client Service Manager Job at Paga Limited

Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose - to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position below:

Job Position: Client Service Manager

Job Location: Yaba, Lagos
Job Type: Full time
Sector: Financial Services
Reporting Line: Partnership Lead, PaaS

About the Role

• The Client Service Manager (CSM) will support the post-sales client lifecycle as it relates to client adoption, optimization and expansion.
• The CSM must have a strong understanding of our clients’ business objectives and the ability to use available data to identify and articulate how our solution supports achieve the clients’ strategic business goals.
• The CSM is responsible for understanding the ‘health’ of our clients, ensuring loyalty, retention and optimization.
• The CSM uses available data to analyze and forecast future products /services.

Responsibilities and Tasks

• Continuously review processes, policies, systems, and behavior across all touch points with partners to ensure optimal clients satisfaction and identify areas for process improvement.
• Use client experience data, feedback and insight reports to monitor contact ratio, Customer Satisfaction and Net Promoter Score in order to provide continual visibility back to the business of the client experience.
• Using available data, establish and develop a retention framework and roadmap with both reactive and proactive strategies on increasing spend on the Paga platform.
• Ensuring liaison with other departments as appropriate in relation to proposals, projects, legal, customer support, finance, marketing, or other issues.
• Ensuring timely and regular collection of client feedback.
• Fostering and developing positive customer relationships which result in increased and repeat business.
• Understanding customer needs and assisting in the development of project solutions that satisfy those requirements and provide new opportunities for the Company.
• Ensuring that clients and partners have 24/7 access to Paga.
• Ensuring prompt and efficient resolution of all enquiries and complaints logged by clients.
• Ensuring communication of customer needs and expectations between the Company and the client and between units in the Company.
• Interacting with Managers in Client and potential client organizations, professionally and socially, to maintain and grow relationships with Clients and potential clients
• Monitor and report of key trends with respect to new business, retention and increase in activity on platform.
• Coordinate cross-functions as part of a collective effort with Sales & Distribution, and Biz Dev to drive retention.
• Establish and develop a strategy and roadmap for client loyalty and improved client experience.
• Implement a separate strategy for the high value segment.
• Build and develop a complete points-based loyalty program.
• Monitor competition offerings with respect to retention solutions, processes and loyalty programs.
• Perform any other related tasks as assigned or needed.

Knowledge and Skill Requirements

• Minimum of 5 years of experience in a Client service function.
• Product engineering background.
• Resourcefulness and self-motivation, with the ability to perform with minimal supervision.
• Well-organized, with ability to prioritize and manage multiple projects simultaneously.
• Build a proactive approach to client matters
• Strong proficiency in use of business email and Microsoft Word, Excel, and PowerPoint.
• Experienced in development of business processes, models, and plans.
• Excellent written and oral communication skills.
• Ability to exhibit emotional intelligence.
• Confidentiality and the highest ethical standards must be maintained in all activities.
• Strong negotiation and leadership skills.
• Have an acumen and tact of handling C-Suite discussions.