Job Title: Relationship Manager
Location: Lagos
Job Type: Full time
Job Description
- Serve as the first point of contact for all customer operational issues and requests.
- Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
- Ensure clean escalation and closure notes for every ticket.
- Coordinate with Product Support and Engineering for deeper investigations on complex issues.
- Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
- Participate in daily and weekly service review cadences and contribute to operational reporting.
- Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
- Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
- Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.
Key Outcomes / KPIs
- SLA adherence – response and resolution targets met consistently.
- Ticket quality – proper categorization, reproducible issue detail, correct routing.
- First-contact resolution rate (where applicable).
- Customer communication quality and timeliness.
- Volume of open vs. closed tickets per reporting period.
- Internal escalation response time and follow-through rate.
Requirements
- BSc in Accounting / Accountancy or a similar numerate discipline will be preferred.
- 2+ years of experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or Product Support role.
- Strong problem-solving and communication skills with familiarity with ticketing tools and service processes (ITIL-aligned discipline).
- Ability to handle pressure and manage multiple customers concurrently.
- Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).
Application Closing Date
31st December, 2026.
Interested and qualified candidates should:
Click here to apply online
