MTN Nigeria
About Us
MTN Nigeria Communications Plc is a purpose- and values-driven organization focused on creating a supportive and empowering workplace. The company prioritizes understanding employee needs, fostering inclusivity, and ensuring every team member feels heard and valued.
It aims to provide an inspiring environment where employees can thrive, innovate, and grow while contributing to meaningful impact. MTN emphasizes strong relationships, collaboration, and shared purpose across employees, customers, and stakeholders.
Overall, MTN positions itself as a workplace built on integrity, positivity, and continuous development, committed to helping employees achieve their full potential while delivering value to society.
Role Overview
We are seeking a results-driven Client Success Partner to manage and grow relationships within our Large Enterprise (LE) and Public Sector portfolio. This role is responsible for delivering exceptional customer experience, driving revenue growth, and ensuring operational excellence across assigned client accounts.
Key Responsibilities
- Account & Relationship Management
- Serve as the primary point of contact for assigned enterprise clients
- Build and maintain strong, long-term client relationships
- Ensure high levels of customer satisfaction and retention
- Revenue Growth & Commercial Performance
- Drive upsell and cross-sell opportunities across enterprise solutions
- Support revenue acceleration initiatives and achieve assigned targets
- Billing, Credit & Collections Management
- Ensure accurate account and product setup on systems
- Drive credit allocation, collections, and debt management processes
- Maintain zero bad debt across assigned accounts
- Service Delivery & Operations
- Ensure timely service delivery in line with agreed SLAs
- Manage service fulfilment activities (activations, SIM swaps, migrations, etc.)
- Ensure resolution of client issues via first call resolution (FCR) or escalation
- Customer Experience & Continuous Improvement
- Monitor and improve customer satisfaction (target: ≥80%)
- Identify customer pain points through system and product analysis
- Drive execution of service improvement initiatives
- Cross-Functional Collaboration
- Work closely with product, UAT, and support teams on new products and upgrades
- Liaise with internal stakeholders to resolve client issues effectively
- Reporting & Quality Assurance
- Generate and present business reports as required
- Ensure QA validation on all accounts handled monthly
Requirements
Education
- Bachelor’s degree in Social Sciences, Management, Accounting, Finance, or related field
- Service Management certification is an advantage
Experience
- 3–7 years’ relevant experience, including:
- Minimum 3 years in a customer-facing role
- 1–2 years in B2B telecoms, technology, or customer success
- Experience in billing, credit, collections, and debt management
- Experience within a structured medium or large organization
Skills & Competencies
- Strong relationship and stakeholder management skills
- Solid understanding of telecom enterprise products and services
- Excellent problem-solving and analytical abilities
- Advanced proficiency in Microsoft Excel, Word, Outlook, and Google Workspace
- Familiarity with AI tools is an added advantage
- Strong communication and presentation skills
What We Offer
- A purpose-driven and inclusive work environment
- Opportunities for career growth and continuous development
- A culture built on collaboration, innovation, and impact
How to Apply
Interested and qualified candidates should apply via the official MTN careers portal.
To apply for this job please visit ehle.fa.em2.oraclecloud.com.