Account Support

Client of 6 Pence

Support account managers by understanding client priorities, pain points, and growth areas to help retain and expand government accounts.

Contribute to lead generation and opportunity identification for new and upsell business cases.

Develop strong rapport with key government stakeholders to strengthen trust, loyalty, and long-term partnerships.

Coordinate closely with internal teams (Sales, Products, Delivery, Network, and Finance) to ensure smooth and timely service delivery and implementation.

Track order status, monitor project rollout milestones, and escalate delays to ensure on-time execution.

Ensure delivery of services in line with contractual SLAs and internal KPIs, supporting operational excellence and customer satisfaction.

Act as a central point of contact for government clients, providing timely updates, proactive communication, and responsive issue resolution.

Track customer feedback and complaints, coordinate corrective actions with internal stakeholders, and ensure consistent follow-up to closure.

Lead customer notifications for service-impacting events (e.g., outages, upgrades, migrations) in a professional and timely manner.

Maintain accurate client records, communication logs, follow-ups, contracts, trackers, and service documentation through CRM systems.

Prepare and review customer reports (e.g., service dashboards, SOA, revenue summaries) to support reviews, collections, and audits.

Coordinate with Finance and clients to follow up on outstanding receivables and ensure timely payments.

Stay updated on government sector trends, client needs, competition, and procurement practices.

Contribute to internal discussions around customer-impacting initiatives, revenue leakage controls, and experience-enhancing innovations.

Take full ownership of self-learning and participate in all assigned training programs and knowledge-sharing sessions.

Complete PMS and employee engagement activities in a timely and professional manner.

Contribute to team learning by sharing relevant telecom updates and lessons from customer interactions.