Client Service Executive



IT & Telecoms NGN Confidential
1 month ago

Job Summary

HASHNINE LLC is a technology firm that manages and markets vScheduler, a platform that provides Front Office Automation, Notification, and Reporting services to corporate and residential locations based on a subscription model. The Client Service Executive (CSE) position refers in scope to the vScheduler clients and services. vScheduler is the leading front office automation and access control system platform that enables, facilities and manages personnel visitors, location access, and reports. vScheduler boasts feature such as Guest Booking, Arrival Notifications, Guest Profiling, Corporate Security, General Announcements, Calendar Integration, and much more.

  • Minimum Qualification:HND
  • Experience Level:Mid level
  • Experience Length:1 year

Job Description/Requirements


  • Provide an excellent onboarding experience to new clients
  • Handover discussion with the sales representative responsible for the sale when not directly responsible for the sale
  • Ensure efficient and effective processing of the order onto Salesforce with all relevant data recorded
  • Secure a list of core users and distribution of log-in details, ensuring that all users activate their accounts
  • Conduct initial new client interview form & organize online training with the user group
  • Follow up after initial training with individual users and decision makers – monthly and quarterly
  • Keep on top of leavers and joiners – track where leavers go and provide information to the appropriate NB or CSM
  • Maintain comprehensive records and details of contact with the client
  • Forecast the likelihood of client renewal in the subsequent year and mitigate issues where necessary
  • Maintain regular contact with new and existing clients
  • Ensure that clients know that they can email or call vScheduler support channels for help and assistance on issues or knowledge gaps
  • Focus on bringing vScheduler to life for our clients – face-to-face and online presentations and demonstrations
  • Prompt incoming requests for new/ replacement users
  • Understanding client business and location needs to enable product development in future updates (relevant to the client as a whole and to individual users)
  • Offer training sessions on both group and individual basis – in person, online, and via phone
  • Ensure accurate and regular recording of client contact and our activities on their account
  • Accurate forecasting of renewal conversation outcomes throughout their lifetime as clients
  • Identify renewals at risk, and propose, manage and execute a plan devised to reduce risk and increase the likelihood of renewal
  • Identify low-usage accounts and propose, manage and execute a plan to address this issue
  • Collect accurate and timely client information to enable the service
  • Build a clear picture of contact/engagement level during the subscription period
  • Identify the type and regularity of engagement
  • Identify where improvements should be made
  • Identify best practices to replicate across client accounts
  • Spot trends within certain client types
  • Fully understand reasons for any lost clients
  • Increase client's spending by identifying, progressing, and, in some cases, personally closing out other revenue-generating opportunities
  • Assess company progress, sales, and marketing successes, and compile reports, monthly, quarterly, and annually to be submitted to the Commercial Director
  • Upsell on existing subscriptions – vScheduler and upselling from user licenses to the department, to single office licenses
  • Promote vScheduler events to subscribers and users – encouraging them to attend as delegates and sponsors, meeting them at the events
  • Identify new business opportunities – e.g. through contact with existing clients’ attempt to generate leads for other offices in other countries to be passed to NB for follow up
  • Track where users leaving and existing subscribers are going, and pass this information on to the relevant internal team
  • Gain a deep understanding of each client – at both decision-maker and user levels, ensuring that we:
  • Understand key roles and reporting lines as well as client expectations of vScheduler
  • Can identify key areas of interest and act on that information
  • Enable us to have a relationship with clients built on understanding their needs and interests, allowing us to deliver accurate content to them automatically via functionality in the site and manually through outgoing account management activity
  • Have regular phone/email contact with client decision-makers and users where necessary.


  • Minimum academic qualification of HND/BSc degree in any discipline
  • 1 - 3 years of work experience
  • Impeccable command of the English language (oral and written)
  • Previous experience working remotely
  • Previous experience in a B2B client-facing role
  • Track record in building relationships in person, online, and via telephone
  • Clear, concise communication skills
  • Ability to work on own initiative and manage varied workloads according to official and natural deadlines
  • Experience working with database/CRM packages
  • Evidence of a drive and determination to hit targets
  • Willingness to work within a team to achieve both individual and wider team goals
  • Natural willingness to spot opportunities and spread the knowledge gained with others
  • The natural inclination to make things look good via email or presentations while adhering to brand guidelines
  • Account management experience in the previous role
  • Revenue responsibility in the previous role
  • Evidence of the ability to negotiate effectively
  • Understanding of the role of marketing and/or advertising for large national and international organizations
  • Ability to forecast outcomes, identify challenges and risks; And the ability to create and manage an Action Plan in those circumstances
  • Experience in presenting to groups of individuals face-to-face and running online demonstrations of products/services
  • Knowledge of the Salesforce CRM system.

Remuneration: NGN 200,000 - 300,000

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