Executive Manager Business Service Account Management

About the role

The Executive Manager Business Service Account Management leads the SAM (Service Account Management) team to ensure premier business unit (BU) customers receive dedicated support. Acting as the primary customer focal point, this role drives satisfaction by coordinating issue resolution across internal and external functions.

Key responsibilities

• Manage the SAM team to support premier BU customers, serving as the main contact for all issues.
• Ensure customer satisfaction by facilitating issue resolution in coordination with BU internal and external functions.
• Handle business customer issues and resolutions within prescribed Service Level Agreements.
• Liaise between Mobily and its business customers, efficiently managing complaints.
• Conduct business service reviews with clients to gather feedback on BU products and services.
• Acquire customer needs through regular interactions via SAM visits, telephone, email, and official letters.
• Facilitate resolution of complex, long‑standing issues and provide regular progress updates.
• Generate clear reports reflecting customer service performance and feedback.
• Perform other duties as required by higher levels of management.

Required profile

Required skills