Client Management Associate (External)

Reports to

Manager-Back Office

Job Purpose

The incumbent is responsible for the management of Omnicontact Business to Business and Business to Consumers that generate revenue that is sustainable. Provides end-to-end Client Management in order to maintain good customer experience, which then enables the upselling and cross-selling of Omnicontact products, services, and solutions

Key Responsibilities
▪ Assisting in preparing Sales Plans derived from the Business Development business plan. 
▪ Supporting the preparation of sales and call-cycle plans that align with business targets and route 
optimization. 
▪ Managing assigned customer accounts within the allocated portfolio and ensuring timely follow-ups on 
requests, queries, and escalations. 
▪ Identifying and recommending customer needs that may require support from strategic partners, including 
coordinating training sessions where necessary. 
▪ Assisting in preparing and processing customer agreements to facilitate invoicing and revenue generation. 
▪ Supporting the creation of cross-selling and upselling opportunities for Omnicontact products and 
services. 
▪ Identifying account-level opportunities in the market to support acquisition and revenue growth 
initiatives. 
▪ Facilitating customer feedback and participation in surveys to provide insights for product and service 
improvements. 
▪ Ensuring that client expectations are consistently met or exceeded by proactively measuring customer 
perceptions of service quality
▪ Compiling customer engagement reports based on sales plan activities, including the conversion of 
contacts within the sales pipeline. 
▪ Submitting daily updates on account execution activities as inputs to the DCTA reports

Requirements
▪ 6 O levels, 2 A-level school leavers’ certificates, or reasonable equivalent thereof.
▪ Degree Sales, Marketing, Computer Science, Information Systems or equivalent.
▪ At least 2-3 years’ working experience within Sales, Customer service/Customer Experience management 
or Technical Sales Environment.
▪ Strong proficiency in Microsoft Excel, MS Word, and Outlook
▪ Familiarity with data analysis, reporting tools, or QA dashboards will be an added advantage
▪ Excellent communication, teamwork abilities and good stakeholder management skills.