Key Account Manager

About the role

Career Directions Limited (CDL) is hiring a Key Account Manager in Nairobi within the telecommunications sector. The role focuses on retaining and growing existing customers, driving revenue and supporting the business's cost savings target.

Key responsibilities

• Contribute to the reduction and prevention of churn and identify early warning signs from client interactions and key metrics.
• Monitor customer usage and propose suitable plans to increase revenues.
• Build and maintain customer relationships through health campaigns and joint customer meetings that drive volume and profitability.
• Manage customer requests while keeping quality standards high, and turn dissatisfied customers into satisfied ones.
• Follow established retention processes and work cross-functionally to resolve client issues.
• Support the Billing and Finance team in money collection and issue resolution.
• Grow existing customers and generate new business through lead generation.
• Provide business and market intelligence feedback on products, services, communication, sales, delivery, customer support and retention.

Required profile

• Relevant business degree or communications degree.
• Professional certification.
• 3 to 5 years of experience in customer relationship management and customer service.

Required skills

• Sales management and sales negotiation.
• Marketing skills and product knowledge.
• Exposure to financial skills.
• Networking, influencing and analytical thinking.